Settings for email conversation

Settings that you can configure for all the users of email conversation are provided on the Remedyforce Administration > Configure Email > Email Conversation Settings page.


To allow Salesforce organization to send you all types of email messages, ensure that Access Level in the Access to Send Email section is set to All email on the Setup > Email Administration > Deliverability for Salesforce Classic and Setup > Administration > Email > Deliverability for Lightning Experience page.

The following table describes the settings available on the page.

From email address

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 and, the staff members of the HR department can select while sending an email message from a record. Also, the staff members of the Finance department can select while communicating with their clients.

Assign the email address to all profiles or Assign the email address to selected profiles

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.

Email Conversation 
Enable the To Field for editingEnables the To field on the Email Message window. By default, only the email address of the client is provided in the To field and the field is disabled.
Show the Bcc fieldEnables the Bcc field on the Email Message window. The email address provided in the Bcc field is not saved in the record details.
Enable Email Signature (Only for emails sent through Activity Feed)Enables the configuration for creating and inserting the signatures in the email messages sent through the Activity Feed window.
Enable the Email Template FieldEnables the Email Template field on the Email Message window.
Allow staff members to add additional information in the email sent using templates

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.


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.

Enable preview of Email TemplatesEnables the staff members to preview the email template.
Email Template Folder

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.

Show record link to Staff user in

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.

Related topic

Configuring email conversation

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