The Email publisher action may not appear on a Case record even after it has been added to the Case page layout. This issue typically occurs in Salesforce Service Cloud when Email-to-Case is not enabled for the organization, or when related settings such as Case Feed Actions, Feed Tracking, or Email Deliverability are not configured correctly.
The inability to locate the Email Publisher action to add on a Case page layout may be because "Email to Case" is not enabled for the organization.
To Enable:
In Classic: Setup | Customize | Cases | Email to Case | Edit | Check 'Enable Email-to-Case' | Save
In Lightning: Setup | Feature settings | Service | Email-to-Case | Edit | Check 'Enable Email-to-Case' | Save
Ensure "Enable Case Feed Actions and Feed Items" is enabled under support settings. To modify Support settings.
In Classic: Setup | Customize | Cases | Support Settings.
In Lightning: Setup | Feature Settings | Service | Support Settings
Please review article about changes that will take place by enabling the above setting: https://help.salesforce.com/htviewhelpdoc?err=1&id=case_interaction_upgrading_cases.htm&siteLang=en_US
If the setting "Enable Case Feed Actions and Feed Items" is not found under support settings, make sure "Feed Tracking" is enabled for case object. To enable Feed Tracking:
In Classic: Setup | Customize | Chatter | Feed Tracking | Select Case object | Enable Feed Tracking | Save
In Lightning: Setup | Feature settings | Chatter | Feed Tracking | Select Case Object | Enable Feed Tracking | Save
The email Deliverability settings | Access level must be set to 'All Email' or this component will not render.
In Classic: Setup | Email Administration | Deliverability | Set Access Level to 'All Email' | Save
In Lightning: Setup | Email | Deliverability | Set Access Level to 'All Email' | Save
Create a Send Email quick Action for Cases
'Email' quick action not available on Case Feed
Send Email Action Considerations for Cases
Add Quick Actions to the Case Page Layout for Lightning Experience
Case Feed Upgrade Results in Salesforce Classic
000387865

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