View all email threads directly from record's History and Interactions

Greetings all,

We've introduced the ability to view complete email thread conversations directly from records' History and Interactions sections, along with email delivery status and sentiment insights on the Interactions page—which makes it easier for users to access email-related information quickly from the record detail page.

Previously, when reviewing a record's timeline, email entries only displayed subject lines, which forced users to navigate back to the Email related list to see the content and thread context—and then determine which thread the customer interacted with. Users can now view emails and their threads and reply to them directly from the History and Interactions sections.

What's new?

1. Access all emails and threads quickly; see sent and received emails in the History and Interactions sections.
2. Stay updated on your sent emails' statuses (e.g., delivered or opened) through the Interactions section. With the positive and negative emojis, quickly comprehend email sentiments under Interactions.

Let's look into the enhancements in detail.

Access emails conversations from a record's timeline

All email-related entries in a record's timeline—like Email Sent or Email Received—now have clickable email subjects which, upon clicking, open the email along with its threads (if any).

Similarly, all email-related entries in the Interactions section have clickable email subjects that open the related email and its threads.

Enriched log for sent emails

For emails sent from the org, the timeline now also contains the recipients' email addresses and the email subject line, which is also clickable and opens the email and its threads.

Format for the emails sent manually:

Format for the emails sent via Email Notifications:

Email delivery status in Interactions

In the Interactions section, the status of each Email Sent entry is easily accessible for reference and automatically reflects the latest update like Sent, Delivered, Opened, and others.

Email sentiments in interactions

Sentiments identified in received emails are now visible in each record's Customer Interactions section. Emails Received entries now display positive sentiments for emotions like happiness, enthusiasm, trust, and gratitude, and negative sentiments for emotions like confusion, discontentment, and frustration.

Learn more about Email Sentiments

That's all for these enhancements to the Timeline and Interactions tabs of record detail pages.

Help Resource: Timeline in Record Detail Page

Note: These enhancements apply to emails sent via all the email-handling features (Cadences, Blueprint, Workflow Rules, etc.).

Availability

1. DCs: All DCs
   
2. Editions: All editions
3. This feature is currently open for the following DCs in Standard and Professional editions: SA, CA, CN, AU, EU, US.
4. It is released for the JP DC in all editions.
5. It will be released to all other DCs and editions by the third week of March.
   

Regards,

Fiona

• Topic Participants

• Pauplin Fiona Peries G

  

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