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Case Feed Displays Different Names for Inbound and Outbound Emails

게시 일자: Jul 22, 2026
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When an email is associated with a case, the case feed displays a name next to the email activity. The name shown depends on whether the email is inbound or outbound:

  • Inbound emails (incoming = true): The case feed displays the sender's name (From Name) as retrieved from the email's display name field.
  • Outbound emails (incoming = false): The case feed displays the name of the user who created the email record (Created By.Name).


This difference in behavior occurs because the display name is fetched using separate logic for inbound emails versus outbound emails.
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Salesforce Help | Article