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Outlook/Gmail Integration Subject Reply/Forward behavior Update

Дата публикации: Sep 30, 2025
Описание

We’ve made changes to the email subject line when replying or forwarding emails with a template. The key change is that the new behavior preserves the original email subject in most scenarios instead of overwriting it with the template's subject

 

Решение

Reply

Scenario

Browser

Previous Behaviour

New Behaviour

User replies to an email with a template and doesn’t change the subject line. 

Gmail

Email subject was overwritten by the email template's subject.

Keeps the original email subject.

Outlook

User replies to an email with a template and does change the subject line.

Gmail

Error occurred and the screen was stuck on a blank Compose window.

Compose window opens with the email thread and the email template populated. User can update the subject.

Outlook

User can update the email subject. By default, the subject is the email template’s subject.

No changes.

 

Forward

User clicks on forward an email, inserts email template, sends the email

Gmail

Email subject was overwritten by the email template's subject.

Keeps the original email subject.

Outlook

User clicks on forward an email, inserts email template, tries to edit subject

Gmail

Screen stuck on a blank Compose window.

Compose window opens with the email thread and the email template populated. User can update the subject.

Outlook

User can update the email subject. By default, the subject is the email template’s subject.

No changes.

User clicks on forward an email, edits the subject, inserts email template

Gmail

Email subject was overwritten by the email template's subject.

Compose window opens with the email thread and the email template populated. User can update the subject.

Outlook

Note:

As a result of this change, merge fields included in the subject line of an email template will not populate when replying to or forwarding a message. The original subject line will be preserved. 

Номер статьи базы знаний

004924088

 
Загрузка
Salesforce Help | Article