Settings for email conversation

The email addresses that you have configured as organization-wide email addresses are available in the From email address field. To configure the organization-wide email addresses, see Defining organization-wide email address.
The selected organization-wide email address sends all outbound email messages from your organization. This email address appears in the From field of all email messages sent to clients. It also appears in the From field of all notification email messages.

You can configure multiple email addresses from which staff members can select one email address that appears in the From field of an email message that they send from a record. For example, assume that you are using BMC Remedyforce to provide service to multiple groups or clients, such as Human Resource and Finance departments. If you configure multiple from email addresses, such as HR@abc.com and Finance@abc.com, the staff members of the HR department can select HR@abc.com while sending an email message from a record. Also, the staff members of the Finance department can select Finance@abc.com while communicating with their clients.

Enables you to make the email address available to users of all profiles or selected profiles. To configure a default email address, in the From email address field, select the email address, and select the Set As Default check box. You can configure a default email address for all profiles only.

If you want to make the email address available to users of selected profiles only, from the Available Profiles list, select the required profiles, and click the right arrow to move the selected profiles to the Selected Profiles list.

Note: While creating this organization-wide email address, if you selected the Allow Only Selected Profiles to Use the From Address option, ensure that you select the same profiles in the Available Profiles list.

Enables the staff members to add additional information while composing an email for a selected email template. If you select this check box, ensure that the Additional_email_information field is added in the email templates. For more information on adding the additional information, see Customizing an email template.

Note:

If you select this check box and do not add the Additional_email_information field in the email templates, staff members will be able to include the additional information in an email, but this information is not included in the email that is send to the recipients.

By default, while sending an email message, all email templates (of type Visualforce) that you create are available to staff members in the Email Template field. Therefore, selecting the right email template for an email message becomes tedious for a staff member. To ensure that they see only those email templates that are created for email conversation are shown, create a folder and add all such email templates to that folder. To create such a folder, go to Setup > Communication Templates > Email Templates, click Create New Folder, and add the required email templates to the folder. To ensure that the folder and the email templates of the folder are accessible to all users, ensure that on the Email Template Folder page, you select the This folder is accessible by all users option.

From the Email Template Folder list, select the folder that you have created. If you select All, all email templates that are in a folder or not are made available to staff members.

You can select which URL should be send as a record link in the email based on whether users are on Salesforce Classic or Salesforce Lightning Experience. If a user who is on Salesforce Lightning Experience views a record using the Classic link, the user will not be able to see the headers on the page. Therefore, you must select an appropriate URL type for the record link.

You can select from the following options:

• Salesforce Classic: Record link is send as a Salesforce Classic URL.
• Lightning Experience: Record link is send as a Lightning URL.
• Salesforce Classic and Lightning Experience: Two record links are send, one as a Salesforce Classic URL and the other as a Lightning URL.