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ElDeibizElDeibiz 

Timing of email writing time

We have a need related to an SLA for a client that requires being able to measure the time it takes to write Emails. We would make the approximation considering the time range from when you start composing the mail until you send it. The moment of sending is an event that we can easily capture using a trigger in the EmailMessage object, but the same does not happen with the event that starts the composition of the message (Pressing the Compose button, Reply, Reply-All, Forward...). How could we perform this calculation for each email we write?

I am not asking for time spent in resolving a case, instead time spent on email related activities on a case. The related Case record's Activity history does not give info about how much time was spent writting emails.


Could you please guide me with an appropriate solution?


On the other hand, we would like to know if the Send mail event could be intercepted to avoid -under certain circumstances- that it is sent, but that its record and attachments persist in the database.