--- title: "Set up the email integration (optional)" slug: "set-up-the-email-integration-optional-1" updated: 2026-09-08T07:56:00Z published: 2026-09-08T07:56:00Z canonical: "help.8x8.com/set-up-the-email-integration-optional-1" --- > ## 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. # Set up the email integration (optional) > [!NOTE] > **Note:** > > 8x8 Contact Center for Salesforce Chrome extension is currently only available to Beta customers. You can configure the email integration in Salesforce, which requires the necessary admin privileges in Salesforce. This process requires you to perform the following tasks: ## ## Enable email message To enable email messages in Salesforce, you must switch to Classic Mode. 1. Log in to your Salesforce account. 2. Click on your profile image. From the options, select **Switch to Classic Mode**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Switch to Classic Mode.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) Salesforce Classic mode launches. 3. From the header menu, in the top-right corner of the screen, click **Setup**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/salesforce-classic-setup.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 4. In the Quick Find / Search box, search for the keyword and from the results shown, click **Enhanced Email**. 5. Under **Enhanced Email**, click **Enable** to enable Email Message. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/set-up-the-email-integration-optional-image-tv21zfhl.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 6. Refresh the page and search for in the Quick Find / Search box. You can see **Email Message** listed under **Build > Customize > Email**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/salesforce-classic-enhanced-msg.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) ## Enable HTML Body Enable the HTML body in emails. 1. In the **Quick Find / Search** box, search for , and click **Email-to-Case** from the results. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/email-to-case.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 2. On the following page for Introducing emails to cases, click **Continue**. 3. On the **Email-to-Case Settings** page, click **Edit,** then select the **Enable HTML email** check box. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Enable-HTML.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 4. Click **Save**. ## Create Custom fields in the Case object In the next step, create the following custom fields to support the email integration. You must create these custom fields to allow 8x8 to add emails to cases. This ensures follow-up emails are attached to a case as a thread rather than each email creating a new case. | **Field Name** | **API Name** | **Data Type** | | --- | --- | --- | | MainNumber | MainNumber__c | Text(255) (External ID) | | Lead | Lead__c | Lookup(Lead) | #### Create the MainNumber custom field in the Case object 1. In the **Quick Find / Search** box, search and select **Fields**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/fields-classic.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 2. In the page list of existing case fields, under **Case Custom Fields & Relationships**, click **New**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Case-Custom-Fields.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 3. To specify the type of information that the custom field contains, select **Text** as the data type. 4. Click **Next**. 5. In the field details, enter the following values: - **Field Label**: MainNumber - **Field Name**: MainNumber - **Field Length**: 255 6. Also select the check boxes for: - Required: Always require a value in this field to save a record. - Unique: Do not allow duplicate values. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Required-unique-fields.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 7. Click **Next** to go to the **Field Level Security** page. Click **Next**. 8. In this last step, select the page layouts that should include this field. The field will be added as the last field in the first 2-column section of these page layouts. 9. Click **Save & New** to save this new custom field and the page layouts that it should appear on. Proceed to creating another custom field. #### Create Lead custom field in the Case object 1. To specify the type of information that the custom field contains, select **Lookup Relationship** as the DataType and click **Next**. 2. From the **Relate To** dropdown list, select **Lead** as the other object to which this object is related. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/set-up-the-email-integration-optional-image-xff521ld.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 3. Click **Next**. 4. In the field details, enter the following values: - **Field Label**: Lead - **Field Name**: Lead - **Child Relationship Name**: Cases ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/set-up-the-email-integration-optional-image-dkaskcu2.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 5. Click **Next**. 6. In the **Establish field-level security** for reference field page and **Add reference** field to **Page Layouts** page, save with default values. The field will be added as the last field in the first 2-column section of these page layouts. 7. Click **Save** to save this second custom field. 8. To view the custom fields you created, go to **Cases > Fields** from the Quick Search box. 9. Under **Case Custom Fields and Relationships**, locate the new fields. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/set-up-the-email-integration-optional-image-8esl6ugw.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) ## Create Custom fields in the Email Message object As the final step in configuration, create the following custom fields in the Email Message object: | **Field Name** | **API Name** | **Data Type** | | --- | --- | --- | | MainNumber | MainNumber__c | Text(255) (Required) | | ChildNumber | ChildNumber__c | Text(255) | ### Create MainNumber custom field in Email Message 1. In the **Quick Find / Search** box, search and select **Fields**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/email-fields.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 2. Under **Email Message Custom Fields & Relationships**, click **New**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/new-email-rel.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 3. To specify the type of information that the custom field contains, select **Text** as the data type. 4. Click **Next**. 5. In the field details, enter the following values: - **Field Label**: MainNumber - **Field Name**: MainNumber - **Field Length**: 255 6. Also select the check box for: Required: Always require a value in this field in order to save a record. > [!NOTE] > **Note**: > > Don’t select the check box for **Unique - Do not allow duplicate values.** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/email-rel(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 7. Click **Next** to go to the **Field Level Security** page. Click **Next**. 8. Click **Save & New** to save this new custom field and create another custom field. Keep the default selection of the page layouts that should include this field. The field will be added as the last field in the first 2-column section of these page layouts. ### Create ChildNumber custom field in Email Message 1. Under **Email Message Custom Fields & Relationships**, click **New**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-YX8YU2IH.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) 2. To specify the type of information that the custom field contains, select **Text** as the data type. 3. Click **Next**. 4. In the field details, enter the following values: - **Field Label**: ChildNumber - **Field Name**: ChildNumber - **Field Length**: 255 5. Also, do not select the check boxes for: - Required: Always require a value in this field in order to save a record. - Unique: Do not allow duplicate values. 6. Click **Next** to go to the **Field Level Security** page. 7. Click **Next**. 8. Click **Save** to add this custom field to page layouts. Keep the default selection of the page layouts that should include this field. The field will be added as the last field in the first 2-column section of these page layouts. 9. To view the custom fields you created, go to **Email Message > Fields** from the Quick Search box. 10. Under the **Email Message Custom Fields and Relationships**, locate the new fields. # ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/set-up-the-email-integration-optional-image-v3lc9cg7.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A15Z&se=2026-11-03T22%3A52%3A15Z&sr=c&sp=r&sig=W3xYlxkJamK7cfDRE2%2B1xoDUB%2Fzp0dUovmf%2BbvzuHhU%3D) ## ##