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Mass emailing Cases current limitations.

Knowledge Article Number 000187998
Description When mass emailing from cases the system performs some additional filtering beyond what is seen for mass emailing Contacts or Leads(filtering out bounced email addresses and those that have opted out).  In addition to these filters the system also filters out all Cases where the associated Contact is not tied to an Account record.  These Contacts are considered "private" Contacts so they will not show up in the mass email cases list views.
Resolution You will need to associate all case contacts to accounts in order to have them available in mass email cases list views.

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