Handle Emails in Salesforce Agent

Use the email feature in Salesforce Agent (SFA) to receive and send emails. Your administrator must enable this feature. You can send outbound emails by clicking Email on the agent interface and filling out the necessary fields.

An active email in Salesforce Agent, with the contact's email in a pop-out on the right.

Handle an Inbound Email

When an email enters your queue, you can accept and reply, transfer, discard, add email notes, or park the contact.

  1. Click Popout to accept and reply to the email (indicated by a rectangle with an arrow icon). The application automatically searches the contact's records by email and produces the preferred contact.

  2. Click Reply Action to select Reply or Reply All and draft your reply.

  3. Click Transfer to send the email to another agent for handling.

  4. Click Discard to end the email contact.

  5. Click Email Notes to add notes to the email.

  6. Click Park Email to park the current email contact.

  7. Click Tools to customize your email font style, size, and formatting.

  8. Click the Attachment icon to attach necessary documents.

    The file size limit for single and combined attachments is 10 MB.

  9. Click Send.

  10. If configured by your administrator, complete the task that populates in Salesforce regarding the contact.

Park/Unpark an Email

The email parking feature allows you to park one or more inbound email contacts to handle other contacts, without affecting your post-contact work time, such as ACWClosed State that allows an agent to complete work requirements after finishing an interaction (after contact work). While on another contact, you can preview your list of parked emails, and may choose to unpark one, or many. Unparked contacts return to your personal queue for redelivery upon completion of an active contact.

  1. Within the active email contact, click the slide out arrow to display available email handling options.

  2. Click Park Email (indicated by an arrow icon pointing downwards) to suspend work on the contact and return to an available stateClosed The availability status of an agent to accept new contacts.

  3. Your parked email messages are viewable from the email pane by clicking Inbox.

  4. If you want to unpark an email, click Unpark to Queue (indicated by an envelope with a clock icon) to return the email to queue for the skill.

Use Quick Replies in an Email

  1. Click Quick Replies (indicated by a pencil and paper icon).

  2. Select the appropriate quick reply from the drop-down list.

  3. If prompted, replace variables with specific information.

  4. When the quick reply is inserted into your email, modify it if necessary.

  5. Click Send.

Take Notes During an Email Exchange

  1. Click the Notes tab and write your notes in the white space.

  2. Use the Who drop-down to select any associated individuals, such as a contact or a supervisor, and the What drop-down to select any associated accounts, cases, or opportunities.
  3. When you are done writing notes, click the X on the right side of the Notes tab. Salesforce Agent saves your notes and closes the window.