The New Comment Page allows agents to respond to customers faster while personalizing communications, ensuring improved data quality.

Primary Features:

• Toggle between Public & Private
• Review & Update Key Fields
• Drag & Drop Recipients
• Respond using Rich Text
• Use Canned Responses
• Drag & Drop Files & Attachments
• Review and Edit Existing Comments (including Comments sent from Widespread Issues)

Requirements:

• Must be in Lightning Experience
• MyDomain must be deployed
• Must be using Timeline
  • The "New Comment" button will continue to redirect to the New Comment page designed for Salesforce Classic.
• Must be on Version 6 or newer of Email to Case Premium

Limitations: In Lightning Experience, Chrome Extensions such as Grammarly are not supported for those who have enabled the Enhanced Comment Editor feature. This is due to Grammarly lacking support inside of iFrames, which the Enhanced Comment Editor requires.

Files and Attachments are shown on the New Comment Page and can be selected for sending on new outbound responses. Files can be selected if they're related to the Case or Email Messages related to the Case. Attachments must be directly related to the Case.