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User Signature Not Inserted Into Emails on Email-to-Case

Publiceringsdatum: Jul 16, 2026
Beskrivning

This article explains why the "Place User Signatures before Email Threads" setting in Email-to-Case does not insert the user signature when sending emails from the Emails Related List on the Case detail page.

When the "Place User Signatures before Email Threads" setting is enabled in Email-to-Case, the user signature appears after the reply text but before the email thread content. If this setting is not selected, the user signature is placed at the bottom of the email thread.

Where to find this setting:

  • In Salesforce Classic: Setup | Customize | Cases | Email-to-Case
  • In Lightning Experience: Setup | Feature Settings | Service | Email-to-Case

Important: Previously, user signatures in emails sent from Case Feed were always appended at the bottom of outgoing email threads. Now, the user signature can be inserted so it appears after the support agent's reply but before the email thread.

Lösning

The "Place User Signatures before Email Threads" feature is only supported for emails sent using the following methods:

  • Case Feed in Lightning Experience
  • Email Action on Case in Lightning Experience (see Email action on Case)

This feature is not supported for the standard email publisher, which includes sending email via the Email Related List. As a result, no user signature is inserted when sending emails through the standard email publisher or the Emails related list on a Case detail page.

To use the user signature feature correctly:

  1. Open the Case record in Salesforce Lightning Experience.
  2. Use the Case Feed and click the Email action button (not the Emails Related List).
  3. Compose and send the email. The user signature will appear after the agent reply but before the email thread.

    See also
    Add email signature in Salesforce
    Email action on Case — Create a Send Email Quick Action for Cases
Knowledge-artikelnummer

000386777

 
Laddar
Salesforce Help | Article