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Pop-to-Docked View Is Grayed Out in Lightning Experience Email Composer on the Case Object

Дата публикации: May 4, 2026
Описание

Agents can open the email composer in docked mode and view the Case feed while writing an email in Salesforce Lightning Experience. You can also maximize the email composer from the docked view, making it easier to focus on writing.
If the Pop-to-Docked option is grayed out and unavailable, it is because the Email Drafts feature is currently enabled in your org's Support Settings. Follow the steps in the Resolution section to disable Email Drafts and restore the Pop-to-Docked action in the toolbar.

Решение

Why Pop-to-Docked Is Unavailable

When Email Drafts are enabled in Salesforce Lightning Experience Support Settings, the pop-to-docked email composer action in the toolbar is disabled. These two features cannot be active at the same time. To restore the Pop-to-Docked option on the Case email composer, you must disable Email Drafts.

Steps to Disable Email Drafts in Lightning Experience

  1. From Setup, enter Support Settings in the Quick Find box, then click Support Settings.
  2. Click Edit.
  3. Deselect Enable Email Drafts.
  4. Click Save.

After saving, the Pop-to-Docked option is restored in the email composer toolbar on the Case object.

Номер статьи базы знаний

000381238

 
Загрузка
Salesforce Help | Article