Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text.
|Available in: Salesforce Classic|
|Available in: Enterprise, Performance, Unlimited, and Developer Editions|
|To send emails with attachments or inline images:||“Send Email”|
For example, if you’re working on a case that requires a customer to try a few different solutions to resolve an issue, you might attach a how-to video or a document with multiple sets of detailed troubleshooting steps. If the customer has to follow a particular set of troubleshooting steps very carefully, you could use inline images after each step in the body of a message.
- To add an inline image, click in the toolbar of the Case Feed email publisher and upload or link to the image you want. Each image you embed must be no larger than 1 MB, and in .png, .jpg, .jpeg, .jpe, .jfif, .pjpeg, .bmp, or .gif format. The total size of your email message, including images and text, can be no more than 12 MB.
You need to use the rich text editor in the email publisher to embed images. You can’t embed images in plain text messages.
- To attach files to an email, click Upload files to choose a file from your computer or Salesforce, or to use a file that’s already attached to the case, or drag and drop files to the attachments area at the bottom of the email publisher. You can attach up to a total of 10 MB to each email message. Salesforce supports all file types.
Drag-and-drop functionality is available only on browsers that support HTML5.
- Click Files: to see a list of the attachments you’ve added.
- Click next to an attachment to remove it.
When the recipient of your email views the message, any images you’ve embedded appear in the body of the email.. If the total size of everything you’ve attached to the message is greater than 3 MB, all of the attachments appear as links, which the recipient can use to download the files. If the total attachment size is less than 3 MB, each file appears as an attachment.
For example, let’s say you’re a support agent for an appliance company, and you’re working on a case for a customer who’s having trouble with the ice maker on her fridge. You could email the customer step-by-step instructions for troubleshooting the ice maker and include an image after each step, and could attach two documents: a PDF of the user manual for the fridge (a 2 MB file) and a list of maintenance tips to keep the fridge working well (a 10 KB file). When the customer receives the email, she’ll see:
- The images embedded in the body of the email message so she can refer to them one at a time as she works through the troubleshooting steps
- The user manual and list of maintenance tips as attachments to the message, as their total size is less than 3 MB
If you also attached a troubleshooting video (a 2.5 MB file), all three of the attachments would appear to the customer as links, as the total size of all attachments would be greater than 3MB.