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Set up 'email encoding'

게시 일자: Oct 13, 2022
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Encoding standards tell the web browser or email application how to interpret the text characters in your HTML or the body of the email, such as an outbound email sent from the Salesforce application. The most popular character sets are UTF-8 and ISO-8859-1.

You can actually see the encoding character set in the email header. Here is a section of an email header (notice the Content-Type value):
 

Date: Wed, 15 Dec 2010 12:45:55 -0700
To: test@test.com
From: testfrom@test.com
Subject: UTF-8
Message-ID: <e06deabc328553f3378e4b237a20be324cc@www.test.com>
X-Priority: 3
X-Mailer: zMailer 5.0.0
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/html; charset="UTF-8"

 

Example:

UTF-8 Characters: ö ü ä
UTF-8 Chinese: 激 光 這
HTML Entity Characters: &#28450; &#23383;


We have seen in many customer Cases that the wrong encoding type could cause the attachments not to go through for emails using 'Email-to-Case'.

For instance, there are scenarios where a 3rd party application or another messaging system generates emails with attachments. Examples might be a fax system or a voice mail system that attaches a text version of the voice mail to an email. These 3rd party applications then forward to an 'Email-to-Case' routing address to create Cases and save the fax or voice mail. If the encoding type is not set to UTF-8 the attachments may not get added to the Cases that are created by that email in Salesforce.

솔루션


By default, the character encoding is for western languages. If your Users send emails in non-western characters, change the User encoding to UTF-8 or another appropriate character set.


Understanding the differences in character sets


ISO-8859-1 (aka Latin1) includes only Latin based language characters. It is limited in size, and not compatible in multilingual environments. It has no apostrophe, nor single quotes, for instance – but it can still handle a lot of languages, from Kurdish to Swahili. It can’t handle Dutch, Estonian, Finnish, Hungarian and Welsh particularly well, nor can it show the Euro symbol. Users whose outbound email contains English or other Western European languages should use this encoding. It is understood by virtually all receiving email reader software.

Encoding UTF-8 supports almost all possible characters, including international characters. UTF-8 can represent any character in the Unicode standard. It is backwards compatible with ASCII. Users who need to send email with non-Latin data (For example, the Euro symbol, Hebrew, Chinese, Japanese, Russian, etc.) should use this encoding. It is the preferred and most used encoding. For instance, if you’re sending any entirely non-ASCII messages (Asian languages, primarily) then UTF-8 is your best bet.

Encodings Shift_JIS, EUC-JP and ISO-2022-JP are useful for Users in Japan, but are not recommended for other Users.

For additional information of which email encoding that is set up on your local client please contact your IT department.

Email encoding within Salesforce can be configured on the Salesforce User record, or on Email Templates. 



Navigate to Salesforce User Record

  • In Salesforce Classic: Name | My Settings | Personal | Language & Timezone | Email Encoding  
  • In Lightning Experience: Click the User avatar in the upper right corner | Settings | My Personal Information | Advanced User Details | Click Edit | Select the required value for the 'Email Encoding' field



Navigate to Email Templates

  • In Salesforce Classic: Setup | Communication Template | Classic Email Templates | Click the template | Click 'Edit Properties' | Select the required value for the 'Encoding' field 
  • In Lightning Experience: Gear Icon | Setup | Email | Classic Email Templates| Click the template | Click 'Edit Properties' | Select the required value for the 'Encoding' field
 

See also
Email template with Japanese and Russian characters shows as '???' when received

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