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Insert Article into Email Not Available in Lightning Knowledge Component

Fecha de publicación: May 28, 2026
Descripción

Users may report that they do not see the ability to "Insert Article into Email" after an Admin has followed documentation to Set Up Actions to Insert Articles into Channels in Lightning Knowledge.

Note: The documentation above states that you must Set Up Email-to-case and ensure HTML Body or Text is applied in the SendEmail Action Layout Editor.
 
In addition, to insert an article's content into an email your org and users must have appropriate permission to send email as per Email Editions and Permissions in Lightning Experience documentation and the email action must be applied to case layouts and available for users.

If the Email action is not visible on the page layout see Email publisher action is not visible on Case after it is added to the page layout and ensure your organization can send email as outlined in Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce documentation.
 
Solución

Follow the steps below for each scenario to restore the Insert Article into Email functionality in Salesforce Lightning Knowledge.

Scenario 1: Insert Article into Email Option Not Visible

Ensure the standard Case.SendEmail action has been applied to the affected case page layouts in the "Salesforce Mobile and Lightning Experience Actions" section.
Note: If multiple email actions are applied to the case page layout, the option to insert article content into email may not work properly. The email action used when selecting a knowledge action is determined alphabetically by the email action's Developer or API Name.

Scenario 2: Email Publisher Unavailable Error

If users see the error: "The email publisher is unavailable. Contact your admin to enable the email publisher" — even though the email publisher is applied to the case page layout — check the Lightning Page layout for the following conflict:
The Knowledge component and the Chatter component must not be placed within the same tabbed section, column, or region of the Lightning Page layout.
Note: The Knowledge component and email action must both be visible at the same time when viewing the case for the Insert Article into Email action to work correctly.

Scenario 3: Articles Missing from the Insert Article Option

If the Insert Article into Email option is available but specific articles do not appear, ensure the affected articles are assigned a record type with a Communication Channel Mapping for the Email channel.
To configure this:

  1. Go to Setup > Object Manager > Knowledge
  2. Locate Communication Channel Mappings
  3. Edit an existing mapping or create a new one to include the Email channel for the relevant record type.
Número del artículo de conocimiento

000381086

 
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Salesforce Help | Article