Service Agent connections to email
Key Takeaway
Three parts connect a Service agent to email: Email-to-Case turns the email into a case, routing gives the case to the agent during the case save, and an email configuration links a Lightning email template and a legal disclosure to the routing address.
Agentforce Service Agent on Email lets an Agentforce Service agent read customer emails and reply on its own. To set it up, you connect several parts so that a new email becomes a case, the agent owns that case, and the agent sends a reply in your email format.
What Agentforce Service Agent on Email is
Agentforce Service Agent on Email works with Agentforce Service agents, not Agentforce Employee agents. The Service agent grounds its replies in your Agentforce Data Libraries.
For example, imagine a customer emails to ask when a package will arrive. The agent reads the email and replies with the estimated delivery date and the tracking number.
Agentforce Service Agent on Email is available in Lightning Experience on these editions:
- Enterprise Edition
- Performance Edition
- Unlimited Edition
- Developer Edition