Compose an email from the ribbon component

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As an agent you can compose emails directly from cases within CSM Configurable Workspace without having to use an external email client. This capability helps you view and send emails to two different customers simultaneously which saves time and effort instead of having to address and send a separate email message.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    You can compose large emails easily in a full screen view which opens up in a new tab.

    Procedure

    1. Open CSM Configurable Workspace.
    2. Select and open the case for which you want to compose an email.
      The case opens up in a new tab.
    3. In the ribbon component, click the contact's email address.
      The New Email screen opens in full screen in a new tab. The To field is pre-filled with the customer's email id and the Subject field contains the original case number and issue..
    4. Compose your email and click Send.
      Note:
      You can also click Save to save the email and send it later. These drafts are available in the Draft Emails related list.