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Email Body Text Are Not Visible in Inbound Email Message Created via Email-to-Case

Data pubblicazione: Oct 13, 2022
Descrizione

Behavior:  

Occasionally, when viewing an Inbound Email Message that was created via Email to Case OnDemand, the Text Body field is empty. However, when the Reply or Reply To All button is selected, the content of the email displays in the Body field. The body of the content is blank when the sender is sending only HTML emails. Typically, incoming emails can be either strictly HTML, HTML and Text, or Text.
 

Risoluzione

The behavior stems from the Email to Case setting: Enable HTML Email

To enable this setting:

Salesforce Classic

  1. From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.
  2. Click Edit.
  3. Select Enable HTML Email to enable or disable the setting.
  4. Click Save
     

Lightning Experience

  1. Navigate to gear icon | Setup
  2. Enter Email-to-Case in the Quick Find box, then select Email-to-Case.
  3. Click Edit.
  4. Select Enable HTML Email to enable or disable the setting.
  5. Click Save



See Also
Inbound Email Message for Email-to-Case Appears as Blank on Case Feed
Email-to-Case Settings

Numero articolo Knowledge

000384410

 
Caricamento
Salesforce Help | Article