What are best practices for sending emails through Salesforce Engage versus emails sent using standard Salesforce Lightning email? - Answers - Salesforce Trailblazer Community
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Annemarie StrandAnnemarie Strand 

What are best practices for sending emails through Salesforce Engage versus emails sent using standard Salesforce Lightning email?

Lalit AroraLalit Arora
out of the box is always best if that fulfill your needs.
Andrew CookAndrew Cook
Hi Annemarie,

It mostly depends on the recipient of the email on which would be best to use. Salesforce Engage is more based around users sending marketing approved emails for campaigns, so can select pre-built templates which have been built for the campaigns in Pardot.
The following should help on whether Engage is the best way to go:
https://help.salesforce.com/articleView?id=pardot_guidelines_for_sending_engage_campaigns.htm&type=5
Annemarie StrandAnnemarie Strand
Thank you, we are using Engage for our Sales efforts, but I'm leaning towards using standard Lightning email for our Customer Liaison team when emailing customers from the contact pages since they are using the standard email approach when emailing from cases.
Pro that I see to this approach:
  • The standard emails will appear in the activity listings as opposed to Engage Emails which only appear in the Engagement History
  • This will be less confusing to the Customer Liaison / Service team
Con that I see to this approach: 
  • The Marketing team currently creates certain emails for Sales and intend to do so for the Customer Liaison team as well. They would now have to create one set via Pardot and the other as Email templates. 
  • This may be more confusing to the Marketing team
As I considered this I was wondering what, if anything I'm missing. 
Andrew CookAndrew Cook
I don’t think there are many other pros and cons to be honest. We decided to go with standard Salesforce Lightning email for the simplicity and activity logging. We rarely use templates which is another reason. We have used a couple of templates from Pardot as standard Salesforce email templates and it isn’t just a case of copying and pasting the HTML from Pardot seeing as there are certain things that seem to be Pardot specific. But I managed to figure it out with limited HTML knowledge so I’d imagine it shouldn’t be a problem for someone in marketing.