Verify Your Customer Communications with Email Draft Approval

Control the messaging between your agents using Lightning Experience and your customers to ensure that the content is as amazing as your company. Require that agents send email drafts to designated approvers when they’re communicating with customers. Previously, email draft approval for case emails was available only in Salesforce Classic.

Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.

How: Enable email draft approvals in Setup on the Service Settings page. Then configure a workflow process for approval and rejection.