Loading

Email Body Content Missing When Sending Email from Salesforce Service Console

Udgivelsesdato: Jun 13, 2026
Beskrivelse

Root Cause

When responding to an email from inside the Salesforce Service Console using an HTML email template and adding additional content to the email body, the additional body content is stripped and the email is sent without it. The email is sent successfully (no error is received), but the custom content added to the template body is not included in the delivered email.
This issue is specific to the Service Console email composer. When the same email with additional body content is sent from outside the console, the additional content is delivered correctly.


 

Løsning

Workaround 1: Send Email Outside the Console

Use the standard Salesforce email send interface outside of the Service Console. Navigate to the related record and send the email from the standard email action. This avoids the console email composer issue and delivers the full body content.

Workaround 2: Use the Activity History Related List Within the Console

While still inside the Service Console, open the related Case record and locate the Activity History related list. Click Send Email from the Activity History section. This approach uses a different email composer pathway within the console that does not strip the body content.

Workaround 3: Modify the Send Email Button URL

Update the code behind the "Send Email" button on the Case (or relevant) object. The legacy email composer URL is: /email/author/emailauthor.jsp?retURL=[your retURL parameter]
Replace it with the Lightning-compatible email author URL: /_ui/core/email/author/EmailAuthor?retURL=[your retURL parameter]
This change updates the button to use the newer email composer, which handles HTML template body content correctly in the console.

 
Vidensartikelnummer

000387401

 
Indlæser
Salesforce Help | Article