Customizing Case Feed with Code

Introduction
Customizing the Layout and Appearance of Case Feed
Customizing the Email Action
Customizing the Portal Action
Customizing the Log a Call Action
Customizing the Articles Tool
Replicating a Standard Case Feed Page
Create Custom Actions
Creating Custom Console Components That Interact with Case Feed
Learning More
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Customizing the Email Action

The Email action in Case Feed lets support agents connect with customers via email. With the apex:emailPublisher component, you can:
  • Customize the dimensions of the Email action.
  • Define defaults and visibility for fields.
  • Define the visibility and label of the send button.
  • Define onSubmit functionality.
  • Support email templates and attachments in the action.

apex:emailPublisher Attributes

Attribute Name Attribute Type Description Required? API Version Access
autoCollapseBody Boolean A Boolean value that specifies whether the email body will collapse to a small height when it is empty. 25.0
bccVisibility String The visibility of the BCC field can be 'editable', 'editableWithLookup', 'readOnly', or 'hidden'. 25.0
ccVisibility String The visibility of the CC field can be 'editable', 'editableWithLookup', 'readOnly', or 'hidden'. 25.0
emailBody String The default text value of the email body. 25.0
emailBodyFormat String The format of the email body can be 'text', 'HTML', or 'textAndHTML'. 25.0
emailBodyHeight String The height of the email body in em. 25.0
enableQuickText Boolean A Boolean value that specifies whether the Quick Text autocomplete functionality is available in the action. 25.0
entityId id Entity ID of the record for which to display the Email action. In the current version only Case record ids are supported. Yes 25.0
expandableHeader Boolean A Boolean value that specifies whether the header is expandable or fixed. 25.0
fromAddresses String A restricted set of from addresses. 25.0
fromVisibility String The visibility of the From field can be 'selectable' or 'hidden'. 25.0
id String An identifier that allows the component to be referenced by other components on the page. 25.0 Global
onSubmitFailure String The JavaScript invoked if the email is not successfully sent. 25.0
onSubmitSuccess String The JavaScript invoked if the email is successfully sent. 25.0
rendered Boolean A Boolean value that specifies whether the component is rendered on the page. If not specified, this value defaults to true. 25.0 Global
reRender Object The ID of one or more components that are redrawn when the email is successfully sent. This value can be a single ID, a comma-separated list of IDs, or a merge field expression for a list or collection of IDs. 25.0
sendButtonName String The name of the send button in the Email action. 25.0
showAdditionalFields Boolean A Boolean value that specifies whether the additional fields defined in the action layout should be displayed. 25.0
showAttachments Boolean A Boolean value that specifies whether the attachment selector should be displayed. 25.0
showSendButton Boolean A Boolean value that specifies whether the send button should be displayed. 25.0
showTemplates Boolean A Boolean value that specifies whether the template selector should be displayed. 25.0
subject String The default value of the Subject. 25.0
subjectVisibility String The visibility of the Subject field can be 'editable', 'readOnly', or 'hidden'. 25.0
submitFunctionName String The name of a function that can be called from JavaScript to send the email. 25.0
title String The title displayed in the Email action header. 25.0
toAddresses String The default value of the To field. 25.0
toVisibility String The visibility of the To field can be 'editable', 'editableWithLookup', 'readOnly', or 'hidden'. 25.0
width String The width of the action in pixels (px) or percentage (%). 25.0

Use Case

Cirrus Computers, a multinational hardware company with technical support agents in ten support centers throughout the world, wanted to customize the Email action to increase standardization in outgoing messages and to limit the fields agents could edit.

Cirrus used the apex:emailPublisher component to create an Email action that:
  1. Has read-only To and Subject fields.
  2. Pre-populates those fields, ensuring consistency and increasing agents’ efficiency when writing email messages.
Case Feed Email publisher example

Code Sample

1<apex:page standardController="Case" >
2  <apex:emailPublisher entityId="{!case.id}" 
3      fromVisibility="selectable"
4      subjectVisibility="readOnly" 
5      subject="Your Cirrus support request"
6      toVisibility="readOnly"
7      toAddresses="{!case.contact.email}"
8      emailBody=""/>
9</apex:page>