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Inbound Email Messages via Email-to-Case Do Not Appear on the Salesforce Activity History

게시 일자: Apr 30, 2026
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When a customer responds to a support email sent from a Salesforce Case, the reply is delivered through Email-to-Case and stored as an EmailMessage record — not as an Activity. Because of this, the reply does not appear in the Activity History related list on the Case.
The Activity History related list on a Case only displays emails that were sent outbound from Salesforce. Inbound email replies received through Email-to-Case are stored separately and require a different related list to be visible on the Case page layout.
Example: If a support agent sends an email from a Case and the customer replies, the agent will not see the customer's reply in Activity History. The reply is stored as an EmailMessage record and is visible only through the Email Messages related list.

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Why Inbound Emails Are Not in Activity History

Inbound emails received through Email-to-Case are stored as EmailMessage records on the Case object. These records are separate from the Activity object, which is why they do not appear in the Activity History related list. The Activity History related list is designed to show outbound emails sent from Salesforce, tasks, and calls — not inbound emails.

Add the Email Messages Related List to the Case Page Layout

To make inbound Email-to-Case replies visible on a Case record, add the Email Messages related list to your Case page layout by following these steps:

  1. Navigate to Setup.
  2. In the Quick Find box, enter Object Manager, then click Object Manager.
  3. Click Case.
  4. Click Page Layouts.
  5. Click the page layout you want to update.
  6. In the Page Layout Editor, click Related Lists in the left panel.
  7. Drag the Email Messages related list onto the Case page layout.
  8. Click Save.

Once added, agents can view all inbound and outbound email messages directly on the Case record.

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