'Reply,' 'Reply All,' and 'Forward' Buttons Are Not Visible on Emails in Lightning Experience

Verify All Requirements for Reply, Reply All, and Forward in Lightning Experience

Confirm the following conditions are all met. If any condition is not met, that is the likely cause:

1. Enhanced Email is enabled. Verify in Setup by searching for "Enhanced Email." See Enhanced Email.
2. The user is a recipient or sender. Users can Reply, Reply All, or Forward only if they are listed in the To or Cc fields, or are the original sender.
3. The Send Email global action is in the publisher layout. The Email action must be added to the Salesforce Mobile and Lightning Experience Actions section of the global publisher layout assigned to the user's profile.
4. The user is not a partner user. Partner users registered in the Salesforce org cannot use these actions.
5. The email is an EmailMessage record (not a Task). Reply and Forward are only available for Email Message records. Emails logged as Tasks do not support these actions.
6. The email is sent to a Lead or Contact record. Emails sent to a User record are not logged to that User record and will not display in the Salesforce record.
7. The Organization-Wide Address is set correctly. You cannot see Reply, Reply All, and Forward actions if the sender's email address is an Organization-Wide Address (OWA) that is not set for User Selection and Default No-Reply Address. Manage this in Setup under Organization-Wide Addresses.

If all of the above have been verified and the issue persists, contact Salesforce Support to confirm whether the permission "Replace chatter feed component with service cloud compact feed component in non-console navigation lightning apps" is enabled in your organization.

Additional Notes on Reply and Forward Behavior

• You cannot forward email attachments sent from Salesforce Classic when using Lightning Experience.
• When forwarding emails, the most recent version of the file is attached, not the version from the original email.
• Clicking Reply or Reply All opens the composer window pre-populated with the subject, previous message, and recipients. The subject shows: Re: <old subject>
• Clicking Forward opens the composer window pre-populated with the subject, previous message, and attachments. The subject shows: Fw: <old subject>
• Emails crawled by Einstein Activity Capture do not include attachments. Attachments are only supported for emails sent directly from Salesforce.
• These options are available for non-Case objects (for example, Accounts, Leads, Contacts, Opportunities, and custom objects). For Cases, use the Create a Send Email Quick Action for Cases method.
• These options are not available for emails sent through List or Mass Emails.

Diagnose Using SOQL Queries in Workbench or Data Loader

Run the following SOQL query to check if the email is related to a non-Case record:

SELECT RelatedToId FROM EmailMessage WHERE Id = 'EmailMessage RecordID (starts with 02s)'

Then run the following query to verify if a User record is associated with the email:

SELECT Id, RelationAddress, RelationId, RelationObjectType, RelationType
FROM EmailMessageRelation
WHERE EmailMessageId = 'EmailMessage RecordID (starts with 02s)'

If RelationObjectType returns User, the email is associated with a User record, which is not logged to a Salesforce record and will not show Reply/Forward options.