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Text Body Field Is Empty on Inbound Email Message Created via Email-to-Case

Publiseringsdato: May 1, 2026
Beskrivelse

This article explains why the Text Body field appears empty when viewing an inbound Email Message record created via Email-to-Case (also known as Email-to-Case OnDemand). This issue occurs when the sender sends a strictly HTML-formatted email and the Enable HTML Email setting is not enabled in the Email-to-Case configuration in Salesforce Setup.
When the Enable HTML Email setting is disabled, Salesforce does not populate the Text Body field on the Email Message record. However, the email body content is still accessible — it displays correctly when using the Reply or Reply All button on the case. Incoming emails can be formatted as strictly HTML, HTML and Text combined, or plain Text only. The blank Text Body field only occurs when the email is strictly HTML.

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Enable HTML Email in Email-to-Case Settings

To resolve the blank Text Body field on inbound Email-to-Case messages, enable the Enable HTML Email setting in Email-to-Case setup. The steps are the same in both Salesforce Classic and Lightning Experience — the only difference is the navigation path to reach the Email-to-Case settings page.

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 the setting.
  4. Click Save.

Lightning Experience

  1. Click the gear icon, then select 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 the setting.
  5. Click Save.
Knowledge-artikkelnummer

000384410

 
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Salesforce Help | Article