Before configuration, Vicasso support must enable the Reply & Timeline Component on your org's Email to Case Premium license record. Please reach out to your Account Executive to discuss licensing options and have it enabled on your license record.

Special notes about licensing: We will ask you to provide an estimated number of users for your Experience Cloud site. We monitor the usage using Salesforce's App Metrics for both internal E2CP functionality and Experience Cloud functionality to prevent abuse of the managed package license.

 

To use the Reply & Timeline Component successfully, the Community Licenses must have access to perform 'Send Email' actions, as described in this Salesforce knowledge article.

 

The following licenses currently cannot perform 'Send Email' actions:

• Customer Community
• Customer Community Login

The following licenses can perform 'Send Email' actions and send comments out:

• Customer Community Plus
• Customer Community Plus Login
• Customer Portal Manager Custom
• Customer Portal Manager Standard

 

Configuring the Component:

In Salesforce, navigate to Setup | Digital Experiences | All Sites.

Select the desired site to add the Reply & Timeline Component, and click on Builder:



You will find the Reply & Timeline Component under the Custom Components section. Add the component to the desired Case Detail page from the Components menu:



Once added to the page, configure the Reply & Timeline component's properties accordingly:

• Record ID: should always be set to {!recordId}, corresponding to the case.
• Comments Send From: select the Org-Wide address that should be used as the Send From Address for comments sent via the Digital Experience. Only addresses defined as Org-Wide addresses in Salesforce show up on this list.
• Message Template: define the email template for comments sent via the Digital Experience. Experience Cloud users cannot change the email template, so one needs to be defined here when configuring the component. The users should also have access to this email template folder for the component to properly show up.
• Show User Icon: if enabled, the user icon from the user's profile is displayed in Timeline.
• Display Field Updates: if enabled, the field updates defined in the Email to Case Premium's Timeline Settings will also be displayed in the Digital Experience, such as Status and Priority changes.
• Hide Upload Files: when hiding the Files Upload option, users will not be able to attach files through the component.
• Hide Send a Reply Section: when enabled, the Send a Reply section will be hidden and only the Timeline section will be displayed.
• Hide Preview Email Button: when hiding the Preview Email button, users will not be able to preview emails, rich text content, and email template customizations.
• Initial Number of Visible Comments: define the number of comments that should be visible on load. A Load More button is displayed as the number of comments increases.
• Notify Queue Members of New Comment: select the email template to use for new comment notifications to queue members.

 

Additional Notes:

• You must make sure that the Community Users have access to the email template folder that holds the email template added during the component configuration in the Message Template setting.
• If the Salesforce license for the Community User lacks access to the 'Send Email' action, you may experience errors such as this one.
• Cases created via the Community that are assigned to a Queue, are expected to have a blank 'To' line until the owner of the case is changed to a User. This is expected behavior, and comments sent to a blank recipient will be added a comment to the case with no email message attached, acting as a note, and Case Owners will not be able to preview emails in Timeline since no email went out.

For assistance, please open a support case by emailing e2cpremium@vicasso.com.