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Add an 'Email' action to Cases in Salesforce for Android and iOS

Date de publication: Jul 16, 2025
Description

The process for setting up an 'Email' action on a Case varies, depending on when your organization was created, and whether Email-to-Case feature is enabled.

Résolution

Organizations that had Email-to-Case enabled prior to Summer ’14:

Organizations that were created after Summer 14', or Email-to-Case was enabled after Summer '14:

  • Once Email-to-Case is enabled, an 'Email' action (API name 'Case.SendEmail') is automatically created and added to the list of available actions in the page layout editor.

Add the action to the 'Mobile & Lightning Actions' on the Case page layout:

IMPORTANT : The Email action on Cases is not currently supported if you have enabled the Dynamic Actions for Mobile setting under Setup : Salesforce Mobile App , Enable Dynamic Actions on Mobile. If you have this setting enabled, disabling it will allow you to use the Email action from Cases.  

Note: If you are still using the Classic UI and Enable Case Feed Actions and Feed Items , then add the Email action only to the 'Mobile & Lightning Actions' of the Case page layout, it will not appear in Salesforce Classic full site. To ensure it also shows in Classic, also add to the 'Quick Actions' of the Case page layout.


See also

Send emails from Salesforce for Android and iOS

Numéro d’article de la base de connaissances

000386458

 
Chargement
Salesforce Help | Article