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After converting a Lead to a Contact, the "Reply" action fails on emails that were synced during the Lead stage (Einstein Activity Capture)

Publiceringsdatum: Aug 25, 2026
Beskrivning
This issue occurs in environments where "Sync Email as Salesforce Activity" is enabled in Einstein Activity Capture, following these steps:

Steps:
  1. Enable email activity sync in Einstein Activity Capture.
  2. Send/receive emails on a Lead record.
  3. Convert the Lead to a Contact.
  4. Confirm that the emails from the Lead stage now correctly appear in the converted Contact's activity timeline.
  5. However, when clicking "Reply" on one of the emails that was exchanged during the Lead stage — now shown on the Contact record — the error "You can't perform this action on this page." appears, and the action cannot be executed.
Lösning

Proactive fix (recommended)：

In Lead settings, turn ON "Relate Emails to Contacts Upon Lead Conversion" in advance. With this enabled, when a Lead is converted to a Contact, emails that were sent during the Lead stage are automatically associated as if they had been sent from the Contact — so the "Reply" action after conversion works without error.



Reactive fix (workaround):

If the setting above was left OFF and the conversion has already happened, instead of clicking "Reply" on the affected email on the Contact record, send a new email from the Contact record using the new Email action. Once this new email exists as the starting point, subsequent "Reply" actions on end-user responses will work without error.

Ytterligare resurser

Reference: Define Default Settings for Lead Creation

Knowledge-artikelnummer

005393377

 
Laddar
Salesforce Help | Article