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Email Body Appears Blank or Grayed Out in Lightning Experience Email Composer When Inserting a Template

Udgivelsesdato: Jun 28, 2026
Beskrivelse

This article explains why an email body may appear blank or grayed out when a user composes an email or inserts an email template in the Lightning Experience (LEX) Email Composer in Salesforce.
Lightning Experience (LEX) is the modern Salesforce interface, as distinct from the older Salesforce Classic interface. The Email Composer is the panel used to compose and send emails directly from a Salesforce record, such as a Case or Contact. CKEditor is the rich text editor used inside the Email Composer to format email content.
Users may experience the following symptoms:

  • The email body inside the Email Composer displays as blank or is grayed out after inserting an email template.
  • The cursor does not appear anywhere inside the email body field.
  • Despite the blank display, if the user sends the email, the content is delivered to the recipient as expected.

This issue affects the Salesforce Email Composer in Lightning Experience and in the Salesforce mobile app for Android and iOS. It does not affect the actual sending of email content.

Løsning

The Email Composer in Lightning Experience uses CKEditor, which loads inside an iframe (an embedded web frame within a browser page). Iframes require specific browser security settings to load correctly. If the browser does not allow iframes or has restrictive security settings, the rich text editor does not render, causing the email body to appear blank or grayed out.

Fix: Update Browser Security Settings

  1. Review and configure your browser settings according to the Salesforce documentation: Recommendations and Requirements for All Browsers
  2. Ensure that the browser allows iframes from the Salesforce domain (the URL ending in .salesforce.com or .force.com).
  3. If you use Internet Explorer 11 on a touch-enabled Windows device, you must first click the rich text area field and then use the Tab key to move focus into the editor before you can begin typing.
  4. After updating browser settings, refresh the Salesforce page and reopen the Email Composer to verify that the email body renders correctly.

Note: This issue is browser-related and is not caused by the email template itself or by Salesforce configuration. If the issue persists after updating browser settings, test in a different supported browser such as Google Chrome or Mozilla Firefox to isolate the problem.

Vidensartikelnummer

000383374

 
Indlæser
Salesforce Help | Article