Top Features of Salesforce for Sending and Tracking Emails

When it comes to nurturing client relationships over time, email channels top the list with a personal touch. Salesforce offers you powerful tools to send and track emails at scale. Sending emails from Salesforce tells you who’s opening your emails, clicking on the links within, and who’s not.  

Tracking tools in Salesforce help you ensure that you don’t send repeat emails to customers who never open them at all.  

Let’s explore how Salesforce allows you to send emails from Salesforce, track engagement, manage email lists, and configure Salesforce email-to-case.  

4 Must-Try Features of Salesforce for Sending & Tracking Emails 

From personalized outreach to automated case handling, here are the top four features of Salesforce for sending and tracking emails.  

1. List Email Capabilities 

Salesforce’s Send List Email feature allows reps to send personalized emails to multiple recipients without exposing everyone on the list to each other. It creates separate messages to each contact or lead selected in a list. In addition to that, reps can now send list emails from Gmail, Office 365, or Exchange through Salesforce integration. 

2. Open & Click Metrics

Enable enhanced email and advanced tracking in setup to track email performance. Once this feature is enabled, all outgoing emails will be saved as EmailMessage records. Reps can easily open status directly in the Activity timeline for Contacts, Leads, or Cases along with timestamps for first and last open.  

3. Integration & Logging with Gmail & Outlook 

With Einstein Activity Capture or Salesforce’s Gmail/Outlook add-ins, email logging and tracking becomes smooth. For Salesforce for Gmail, reps can install the Chrome extension and link their Gmail. This way, every sent email can be tracked and logged under relevant records. For Salesforce and Outlook, install the AppSource add-in, activate Outlook integration, and use the Salesforce pane to log emails to Leads or Contracts. 

4. Inbound Email in Salesforce & Email-to-Case Setup 

Email-to-case allows you to convert customer emails into cases automatically. When configured in the correct way, replying through case allows logging of inbound emails and responses. Email tracking on cases can show whether the sent responses were opened or clicked. However, Salesforce does not support sending list emails to multiple Cases once Email-to-Case is enabled. 

The Bottom Line 

Salesforce email tracking matters because it shows which prospects engage with your content, refines messaging with data, and helps you avoid sending emails to uninterested recipients to focus on engaged leads. By leveraging Salesforce email tools, you can listen to prospect signals, personalize their outreach, and streamline case resolution.  

Ready to Amplify Your Salesforce Email Game? Talk to Us! 

From setting up Email-to-Case to optimizing Send List Email workflows, our Salesforce experts can tailor solutions that drive real engagement.