---
title: "Email in External CRM for Salesforce: Configuring in Lightning Mode"
slug: "email-in-external-crm-for-salesforce-configuring-in-lightning-mode"
updated: 2026-05-21T19:03:30Z
published: 2026-05-21T21:26:15Z
canonical: "help.8x8.com/email-in-external-crm-for-salesforce-configuring-in-lightning-mode"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Email in External CRM for Salesforce: Configuring in Lightning Mode

## Objective

Email in External CRM provides email-to-case functionality for Salesforce in the Contact Center integration (Agent Workspace, MAPanel 2.0). This allows Contact Center agents to not only receive and process emails as usual, it enables the storing of email messages and email chain activity into Salesforce cases. This article provides a walkthrough for configuring the Email in External CRM feature in Salesforce Lightning mode.

> [!WARNING]
> IMPORTANT:
> 
> This process requires the creation of four new fields in Salesforce, two in the **Case** object and two in the **Email Message** object. The suggested configuration will effectively disable the manual creation of Salesforce cases, and also disables the sending of email messages directly from cases.

## Applies To

- 8x8 Contact Center
- Salesforce
- Agent Workspace
- MAPanel 2.0

## Procedure

In this guide, you’ll first confirm and/or enable a few important options, and then you’ll create four new custom fields in critical Salesforce objects.

### Confirm and Enable Key Features

1. In Salesforce, at the top-right, click the gear icon, then click **Setup**.

![clipboard_e7573dba31e3fd3026c803408e7b340b4.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1229)
2. At the top-left, search for **enhanced** and click on **Enhanced Email**.
3. Perform one of the following:

![clipboard_e23ee49dac3d720e7c6fd230c65960842.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1242)
  - If the **Disable** button is present, proceed to the next step.
  - If the **Enable** button is present, click **Enable** and then proceed to the next step.
4. Search for and click on **Object Manager**.

![clipboard_e7a27d62ddb67e56a0b888498cfbc7f68.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1214)
5. Scroll down and verify that the **Email Message** object appears. You’ll add two new custom fields to this, later.

![clipboard_ee30669c6f391903b607211d083102a52.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1243)
6. In the **Setup** > **Quick Find** field again, search for and click on **Email-to-Case**.

![clipboard_eb7e14f282977ffa40b2bafa267fe9772.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1216)
7. Click **Continue** at the bottom of the page if needed.

![clipboard_e2bb133d413ec689b2afed84c6064c851.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1217)
8. Select/check **Enable HTML email**, and click **Save**. Other options are not required for this 8x8 product.

![clipboard_e22d1fc1a64c31463544c63bd2f444958.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1246)
  - > [!NOTE]
> Note:
> 
> The setting **Enable Email-to-Case** has no bearing on this integration feature, regardless of its configured state.

### Create Two New Custom Fields for the Case Object

#### New Custom Field: MainNumber

| **Field Name** | **API Name** | **Data Type** |
| --- | --- | --- |
| MainNumber | MainNumber__c | Text(255) (Required) |

1. Return to **Setup** > **Quick Find**, and search for and click on **Object Manager**.

![clipboard_e9688e89d69f92ec8a98d4c6884055b2f.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1227)
2. Scroll down to and click on **Case**.

![clipboard_e7bc0641dc15cf4c6840756c9ccc52b2e.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1233)
3. Click on **Fields & Relationships**.
4. Click **New**.

![clipboard_e6b7106ede36c112fabf1082e09b86fc7.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1232)

**Step 1. Choose the field type**
5. Select **Text** and click **Next**.

![clipboard_e58e83e289eb0353d4c11f1bca24bcd9d.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1218)

**Step 2. Enter the details**
  - Note that this screenshot is significantly cropped. There are many more options available.
6. Enter the following text in their respective fields
  - **Field Label**: MainNumber
  - **Length**: 255
  - **Field Name**: MainNumber
7. Enable/check the following options:
  - **Required**
  - **Unique**
8. Click **Next**.

> [!WARNING]
> Important:
> 
> The purpose of enabling the **Required** option both in **Case** > **MainNumber** and in [**Email Message** > **MainNumber**](/documentation/docs/handle-emails) is to prevent Contact Center agents from bypassing the 8x8 MAPanel functionality (and therefore Contact Center analytics reporting) by either manually creating new cases and sending emails directly from cases instead of using the 8x8 MAPanel.
> 
> These Required options can be disabled/unchecked without affecting normal functionality of the MAPanel, but this is not recommended. Case and email creation outside of the 8x8 MAPanel operation will not be reflected in 8x8 Contact Center analytics data.

![clipboard_e2f0891ea0eeef8ebaebff774d8c684d5.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1222)

**Step 3. Establish field-level security**
9. Confirm the field-level security for the listed Profile types and click **Next**.

![clipboard_e5afd62ac138bef209947f52e12dc6b42.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1236)

**Step 4: Add to page layouts**
  - Be sure to select **Visible** for the profile types of users who will access this integration functionality.
10. Select or deselect the **Page Layout Names** appropriate to your needs.
11. Click **Save & New** to begin creating another custom field.

![clipboard_e299298e6f3d29fead63989a5c75e79b5.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1226)

#### New Custom Field: Lead

| **Field Name** | **API Name** | **Data Type** |
| --- | --- | --- |
| Lead | Lead__c | Lookup |

**Step 1. Choose the field type**

1. This time, select **Lookup Relationship**.
2. Click **Next**.

![clipboard_e5cbc872bd24b2fcc0a10cb2fb91f061f.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1219)

**Step 2. Choose the related object**
3. In **Related To**, select **Lead**.
4. Click **Next**.

![clipboard_e50db1bd540dc08fad76b0d5699d36d0c.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1237)

**Step 3. Enter the label and name for the lookup field**
5. Enter the following text in their respective fields
  - **Field Label:** Lead
  - **Field Name:** Lead
  - **Child Relationship Name:** Cases
6. Click **Next**.

![clipboard_e4b6f2f14a78276578a17d0ef46cb5355.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1245)

**Step 4. Establish field-level security for the reference field**
7. Confirm the field-level security for the listed Profile types and click **Next**.
  - Be sure to select **Visible** for the profile types of users who will access this integration functionality.
8. Click **Next**.

![clipboard_e56272a7becb19514c0299ab9e249b327.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1238)

**Step 5: Add reference field to Page Layouts**
9. Select or deselect the **Page Layout Names** appropriate to your needs.
10. Click **Next**.

![clipboard_e7590d304375294d066530efb4a8e820a.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1220)

**Step 6: Add custom related lists**
11. Leave the default **Related List Label** set to **Cases**.
12. Click **Save** to complete your new field creation.

![clipboard_e497e483b9d1f8bec31c0ee5c717c5669.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1223)
13. Confirm that the **MainNumber** and **Lead** fields appear in **Setup** > **Object Manager** > **Case** > **Fields & Relationships**.

This completes the creation of the first two new custom fields. Proceed to the next section to create the final two custom fields.

![clipboard_ee74368ac9a1e386c3bcdde2e6f05c2a2.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1240)

### Create Two New Custom Fields for the Email Message Object

#### New Custom Field: MainNumber

| **Field Name** | **API Name** | **Data Type** |
| --- | --- | --- |
| MainNumber | MainNumber__c | Text(255) (Required) |

1. In the **Setup** > **Quick Find** field, search for and click on **Object Manager**.

![clipboard_ea353b81d6c5107f2ef407b02db196770.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1235)
2. Scroll down and click on **Email Message**.

![clipboard_ed680f36c53de83c96e0c28368095dc90.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1231)
3. Click on **Fields & Relationships**.
4. Click **New**.

![clipboard_ee85ad9fc705dc4ea4d896f0646adbbac.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1215)

**Step 1. Choose the field type**
5. Select **Text** and click **Next**.

![clipboard_ec000e519358d1c91c10434a510b6fd57.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1224)

**Step 2. Enter the details**
  - Note that this screenshot is significantly cropped. There are many more options available.
6. Enter the following text in their respective fields
  - **Field Label:** MainNumber
  - **Length:** 255
  - **Field Name:** MainNumber
7. Enable/check the following options:
  - **Required**
8. Click **Next**.

> [!WARNING]
> Important:
> 
> The purpose of enabling the **Required** option both in **Case** > **MainNumber** and in **Email Message** > **MainNumber** is to prevent Contact Center agents from bypassing the 8x8 MAPanel functionality (and therefore Contact Center analytics reporting) by either manually creating new cases and sending emails directly from cases instead of using the 8x8 MAPanel.
> 
> These Required options can be disabled/unchecked without affecting normal functionality of the MAPanel, but this is not recommended. Case and email creation outside of the 8x8 MAPanel operation will not be reflected in 8x8 Contact Center analytics data.

![clipboard_e99d0942e40af69f53bbf26182b363ebe.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1244)

**Step 3. Establish field-level security**
9. Confirm the field-level security for the listed Profile types and click **Next**.

![clipboard_ee7998caaf6a4392097bb3c53484ba284.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1221)

**Step 4. Add to page layouts**
  - Be sure to select Visible for the profile types of users who will access this integration functionality.
10. Confirm that **Email Message Layout** is selected.
11. Click **Save & New** to begin creating the final custom field.

![clipboard_e20ef1785e0df9185caacffddb87230a1.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1228)

#### New Custom Field: ChildNumber

| **Field Name** | **API Name** | **Data Type** |
| --- | --- | --- |
| ChildNumber | ChildNumber__c | Text(255) |

**Step 1. Choose the field type**

1. Select **Text** and click **Next**.

![clipboard_ef1ec1b64b86c44dbd35c2d5e2dc2fd6a.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1239)

**Step 2. Enter the details**
  - Again, this screenshot is significantly cropped. There are many more options available.
2. Enter the following text in their respective fields
  - **Field Label:** ChildNumber
  - **Length:** 255
  - **Field Name:** ChildNumber
3. Click **Next**.

![clipboard_ec2df7b5c1289cac94b50eeefd6fb66c0.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1241)

**Step 3. Establish field-level security**
4. Confirm the field-level security for the listed Profile types and click **Next**.

![clipboard_eaadc3b274993e797c3cdf3cf910da788.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1230)**Step 4. Add to page layouts**
  - Be sure to select **Visible** for the profile types of users who will access this integration functionality.
5. Confirm that **Email Message Layout** is selected.
6. Click **Save** to complete the creation of your custom fields.

![clipboard_eb59646bef3dff196ee3ec613829185a6.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1225)
7. Finally, confirm that your new **MainNumber** and **ChildNumber** fields appear in the **Setup** > **Object Manager** > **Fields & Relationships** > **Email Message** object.

![clipboard_e093f60df2fa74dddc45423e8355aee4a.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1234)

## Additional Information

- [8x8 Contact Center for Salesforce: For Administrators](https://docs.8x8.com/8x8WebHelp/virtual-contact-center-for-salesforce-admin/Content/Salesforce3-1/email/about-email-integration.htm)
- [8x8 Contact Center for Salesforce: For Agents](https://docs.8x8.com/8x8WebHelp/virtual-contact-center-for-salesforce-agent/Content/salesforce/handle-emails.htm)
- [Salesforce CRM Integration Interface upgrade - Manual Setup](/support/docs/salesforce-crm-integration-interface-upgrade-manual-setup)