Emails in Case Feed May Render Differently in Certain Scenarios Compared to the Email Message Detail Page

Whenever an email message record is created, Salesforce processes the email differently in the Case Feed compared to the email message record page. While processing an email for Case Feed, Salesforce performs certain modifications, which is dynamic and based on the content (length and markup) of the email. Based on the calculations, Salesforce truncates/modifies the HTML body in the case feed, leading to an incomplete HTML body. This may cause the email to be rendered differently when viewed in the case feed.

Salesforce performs this truncation to ensure optimal performance when loading emails in the case feed. An effect of this truncation could result in the email being displayed differently in the feed. Emails opened from the email message detail page do not undergo any additional processing. Since the unmodified HTML markup is loaded on the record detail page, customers would not experience the issue on the email message detail page.