View, compose and respond to email

Users can view, create, and send email faster with streamlined access that helps users compose, reply, and send emails using rich text editing and drag-and-drop attachment features and functionalities.

Access and view emails

Access and view email. Legend

  1. Select Activities
  2. Select All Activities
  3. Under Activity Type select Email
  4. Email list appears in the screen below

Compose an email

Email capabilities, like rich-text editing and drag-and-drop or copy-and-paste images enriches customer interactions when composing email.

When enabled by your system administrator, you can access email from the top navigation bar.

Compose an email

Compose an email.

  1. Select Activities
  2. On the command bar, select Email. An email then opens in a new window where you can begin composing.

Anatomy of an email form

Anatomy of email.

Legend

  1. Form. The name displayed in the From field is automatically populated based on the user who is currently signed in.

  2. Expand. The Expand Expand icon. icon allows you to compose your email in a full-screen view and minimize when done.

  3. Rich text editor. This tool bar helps you format emails. The editor is displayed as a single line that can be expanded to view the full list of editing features by default.
    For more information, see Use the rich text editor toolbar in emai and Accessibility shortcuts for email.

  4. Body. The body is where you compose and/or reply to an email.

  5. Insert Signature. Use this command to personalize your message.

  6. Insert Template. This is used to apply an email template.
    For more information, see Insert an email template.

    Note

    The To box must contain a recipient to select a template.

  7. New Attachment. This command is used to add a file to your email.

  8. Attach File. This command uses the 'plus' attach file icon. icon functionality is used to drag-and-drop or copy-and-paste attachments.

    Note

    After you save your email, you can use Attach file and New Attachments interchangeably.

  9. Send. Select this icon Send email icon. to Send your email when you are done.

    Important

    • The From and To fields are automatically populated based on the user and the account and contact of the original record.

Reply to an email

The way you can reply to an email depends on where you are in your app.

When enabled by your system administrator, the email option displays in the top navigation bar and in the activities command bar.

Note

The best performance is achieved when the HTML content size is 1 MB or less. When your HTML content size exceeds 1 MB, you might notice slower response times for loading and editing content. By default, image content is referenced from the content HTML but isn't stored as part of the HTML content, so in the default configuration, images don't negatively impact performance.

Access email

When accessing email, there are a couple of options you can use.

  • Option 1:
    Respond to an email.

    • Select Email on the command bar.

    Note

    Email option will only appear in the drop-down list and the command bar when enabled by your system administrator.

  • Option 2:
    How to respond to an email.

    1. From the navigation bar, select the plus Plus icon. icon.
    2. Select Email from the drop-down menu.

Reply to email in timeline

When replying to emails in Timeline, the command bar in the top-right corner provides you with reply options. When you select an option, your email automatically is set and opens in that state ready for you to begin your message.

You can use the following command options when working with emails in the timeline.

Respond to emails in timeline.

  1. Reply. Use this command to reply directly the the sender of the email you received.
  2. Reply All. Use this command to replay to everyone on an email you received.
  3. Forward. Use this command to forward the email to someone else.