How to Send an Email from Salesforce: A Comprehensive Guide

Sending emails from Salesforce is a core functionality, vital for sales, marketing, and service teams. You can send emails directly from Salesforce records like leads, contacts, and opportunities, as well as through automation using workflows, process builder, and flows. The process involves configuring your Salesforce org, composing the email, and ensuring deliverability. Mastering email sending within Salesforce unlocks significant efficiency and allows for personalized communication at scale.

Understanding Your Options: The Salesforce Email Ecosystem

Salesforce offers a robust suite of email sending options, each catering to different use cases. Before diving into the “how,” understanding the “why” will help you choose the best approach.

1. Sending Emails Directly from Records

This is the most straightforward method. Within a record like a Lead or Contact, you’ll typically find an “Email” action or button. Clicking this opens a composer window where you can write your email, attach files, and send it directly to the contact associated with that record. Think of it as a personalized, one-to-one interaction.

2. Using Email Templates

For repetitive emails (welcome emails, follow-up emails, etc.), Email Templates are a lifesaver. Salesforce allows you to create templates with pre-defined subject lines, body text, and even merge fields that automatically populate with data from the record (like the contact’s first name or company). This ensures consistency and saves time. You can use Lightning Email Templates or Classic Email Templates. Lightning Email Templates offer a more modern and feature-rich experience.

3. Mass Email Functionality

Need to reach a larger group? Salesforce allows you to send mass emails to lists of Leads, Contacts, or even Campaign members. There are limitations on the number of emails you can send per day, which vary based on your Salesforce edition and number of licensed users. You should also consider email throttling to prevent overwhelming your recipients’ inboxes.

4. List Emails (Lightning Experience Only)

List Emails are similar to mass emails but offer a more streamlined experience in Lightning Experience. You can select a list view, and the list email function will allow you to send a single email to all the records within that list. Again, be mindful of sending limits and best practices.

5. Automated Emails with Workflow Rules and Process Builder

This is where Salesforce really shines. You can configure Workflow Rules and Process Builder (now largely superseded by Flows) to automatically send emails based on specific triggers and criteria. For example, you could automatically send a welcome email when a new Lead is created or a follow-up email when an Opportunity reaches a certain stage.

6. Powerful Automation with Flows

Flows represent the future of Salesforce automation. They provide unparalleled flexibility and control over email sending. You can build complex logic, dynamically generate email content based on various criteria, and integrate with other systems. Using flows offers a highly customizable and robust solution for automated email communications.

7. Apex Code for Advanced Scenarios

For the most demanding and complex requirements, you can leverage Apex code to send emails. This requires development expertise but unlocks the ability to handle highly customized email sending scenarios that are not possible with configuration alone. For instance, if you need to send emails based on data residing outside of Salesforce or require very specific email formatting, Apex might be necessary.

Step-by-Step Guide: Sending an Email from a Record

Let’s walk through the most common scenario: sending an email directly from a Salesforce record.

1. Navigate to the record: Open the Lead, Contact, Opportunity, or any other object record you want to send the email from.
2. Locate the “Email” action: Look for an “Email” tab, button, or action in the record’s activity timeline or related list. If you don’t see it, your Salesforce admin may need to add it to the page layout.
3. Compose your email: Click the “Email” action. A new email composer window will appear.
4. Enter the recipient(s): The “To” field will typically be pre-populated with the record’s associated email address. You can add additional recipients in the “CC” or “BCC” fields.
5. Write your subject line and body: Craft a clear and concise subject line that accurately reflects the email’s content. Write the email body, personalizing it as much as possible.
6. Attach files (optional): Click the “Attach File” button to add any relevant documents.
7. Insert Email Template (optional): If you have a pre-defined email template that suits your needs, click the “Insert Email Template” button and select the appropriate template. Remember to review and customize the template before sending.
8. Send the email: Once you’re satisfied with your email, click the “Send” button. The email will be sent immediately, and a record of the email will be added to the record’s activity timeline.

Best Practices for Email Sending in Salesforce

Sending emails from Salesforce effectively requires more than just knowing the technical steps. Here are some best practices to maximize your impact and maintain a positive sender reputation.

• Personalize your emails: Avoid generic greetings and address your recipients by name. Use merge fields to tailor the email content to each individual.
• Segment your audience: Don’t send the same email to everyone. Segment your audience based on their interests, needs, and behavior, and tailor your messaging accordingly.
• Use a clear and concise subject line: Your subject line is the first impression. Make it compelling and relevant to the recipient.
• Optimize for mobile: Ensure your emails are readable on mobile devices. Many people check their email on their phones, so mobile-friendliness is crucial.
• Track your results: Use Salesforce’s email tracking features to monitor open rates, click-through rates, and bounce rates. Use this data to refine your email strategy and improve your results.
• Adhere to email marketing regulations (like GDPR and CAN-SPAM): Always obtain consent before sending marketing emails and provide an easy way for recipients to unsubscribe. Failing to comply with these regulations can result in penalties.
• Maintain a clean email list: Regularly remove invalid or inactive email addresses from your list to improve your sender reputation and reduce bounce rates.
• Monitor your sender reputation: Keep an eye on your sender reputation to ensure your emails are not being marked as spam.

Frequently Asked Questions (FAQs)

Here are some common questions regarding sending emails from Salesforce:

1. How do I troubleshoot why my emails are not being sent from Salesforce?

Check your deliverability settings in Salesforce Setup. Ensure the “Access level” is set appropriately and that you’ve properly configured SPF and DKIM records for your domain. Also, review the email logs to identify any errors or delivery issues.

2. What are the daily email sending limits in Salesforce?

Sending limits vary depending on your Salesforce edition and the number of licensed users. Consult the official Salesforce documentation for the latest limits. Be aware of mass email limits versus single email limits.

3. Can I track email opens and clicks in Salesforce?

Yes, Salesforce provides email tracking functionality. Ensure that HTML emails are enabled and that the recipient has allowed images to be displayed. Reporting on email engagement can be done via standard reports or custom reports.

4. How do I create an email template in Salesforce?

Navigate to the “Email Templates” section in Salesforce Setup. Choose between Lightning Email Templates or Classic Email Templates. Lightning Email Templates offer a drag-and-drop interface and more advanced features.

5. What are merge fields and how do I use them in email templates?

Merge fields allow you to dynamically insert data from Salesforce records into your email templates. They use a specific syntax (e.g., {!Contact.FirstName}). You can find a list of available merge fields for each object in the template editor.

6. How do I send an email to a list of contacts in Salesforce?

Use the “Mass Email” or “List Email” feature. Select the desired list of Contacts or Leads and use the email composer to create and send your message. Remember to respect your daily sending limits.

7. Can I schedule emails to be sent later in Salesforce?

While Salesforce doesn’t natively support scheduled emails for individual record sends directly through the email composer, you can achieve this using Flows, Apex code or third-party AppExchange apps.

8. How do I prevent my emails from being marked as spam?

Follow email marketing best practices, such as obtaining consent, using a clear and concise subject line, and providing an unsubscribe link. Also, maintain a clean email list and monitor your sender reputation.

9. What is SPF and DKIM and why are they important for email deliverability?

SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail) are email authentication methods that help prevent email spoofing and improve deliverability. They verify that the email is actually sent from the domain it claims to be from. Properly configuring SPF and DKIM is crucial for ensuring your emails reach the inbox.

10. How do I configure email deliverability settings in Salesforce?

Navigate to Setup > Email Administration > Deliverability. Here, you can configure the access level, enable email bounce management, and set up SPF and DKIM records.

11. What are the differences between Workflow Rules, Process Builder, and Flows for sending automated emails?

Workflow Rules are the simplest but least flexible. Process Builder offers more capabilities but is now largely superseded by Flows. Flows provide the most powerful and customizable solution for automating email sending based on complex criteria.

12. How do I test my email templates before sending them to my customers?

Salesforce allows you to send test emails to yourself or other users. Use this feature to preview your templates and ensure they render correctly before sending them to your audience. Always test merge fields to verify data is populating correctly.