Familiar, modern email experience for agents


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Enabled for Public preview Early access General availability
End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020

Business value

Email is a critical communication channel that support agents use to communicate with customers. A robust, modern email experience ensures agents can quickly and easily create high-quality emails through templates and with rich formatting capabilities to further the best customer service experience possible.

Feature details

Agents spend a significant amount of time using email to communicate with customers. Simple and intuitive email experiences help improve agent productivity and quality of service to customers. In this release, we are bringing the following modern email capabilities to the agent experience:

  • Author emails using a complete rich text experience, including the ability to send, receive, and manage images inline.
  • Use a modern toolbar and have the ability to cut and paste formatted content from Office documents such as Word and Excel, while maintaining formatting.
  • Preview email templates prior to applying them to email.
  • Compose email in a pop-up, non-blocking window, with the ability to write an email with context of the current record, navigate between records, and have multiple active draft emails open simultaneously.

See also

View and create email (docs)