Threads view for email sent from Cases module in CRM

Threads view for email sent from Cases module in CRM

Hello all, 
 
Following the previous announcement regarding the support for the Send Email functionality from within the Cases module, the Email thread view is now available for emails sent from the Cases module. This enhancement is for better readability and convenience. 
 
With the threads view, it is now easier to check for all replies related to the particular email sent directly from the Cases module of CRM. A case's email responses get synced and create a history of the thread, which was previously available only in the related contact's email Related List, which can be tracked by the email's subject. 
 
Let's look at this enhancement in detail: 
 
The email thread view is only available for emails sent separately using the Send Email or Compose Email options and not when sent using Mass Email, workflows, APIs, and BCC dropboxes.
Emails from this case

In the new Emails from this case, which was previously named Cases - Sent Emails from CRM, all emails sent from the Cases module will be listed in the Related List, even if they are of the same thread.

If there is a thread associated with the email, a thread icon will be displayed near it. When clicked, the thread view opens up the whole conversation.


NotesFor standard users, we are working to provide email integration support. After its availability, this enhancement will be rolled out to Standard edition as well.

Availability 
 
DC: All DCs (Updated on June 05, 2025)
 
Editions: Professional | Enterprise | Ultimate
 
Release plan: This enhancement is currently available for all users across the above mentioned DCs.
 
Feel free to share your thoughts and queries as comments.

Regards,
Fiona