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Cannot see 'Reply,' 'Reply All,' or 'Forward' email actions in streamed records in the activity timeline for Einstein Activity Capture

Veröffentlichungsdatum: Apr 13, 2023
Beschreibung
  • Using 'Einstein Activity Capture' emails from a users connected mail account are streamed into the timeline of activities in related records in Salesforce using Lightning Experience.  
  • If the User emails are streamed from the User's own email account or are shared based on the activity capture sharing settings, they can use the Lightning Experience email publisher to do normal email functions on the emails.  
  • If the 'Reply,' 'Reply All,' or 'Forward' buttons are not present on the records in the Activity timeline, the 'Email' Global Action may not have been added as a Global Action on the page layout of the entity in question.
  • Note the 'Email Action' must be mapped to the Global Action layout area 'Salesforce Mobile and Lightning Experience Actions' for Users to be able to view the Reply, Reply All, and Forward buttons in addition to the requirements mentioned in the article
For specific troubleshooting around this feature, see also: 'Reply,' 'Reply All,' and 'Forward' buttons are not visible on emails in Lightning Experience

Note: these email controls related to EAC are Lightning only on streamed email. Similar controls are available in Classic but are unrelated to the EAC aspect.


 
Lösung


For more information on adding the 'Send Email' action to page layouts to resolve the missing actions, please review Which Email Action Are You Using?

Nummer des Knowledge-Artikels

000384215

 
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Salesforce Help | Article