Guidelines for Working with Email

General

• You can’t use custom currency fields with emails.
• Emails can have only one record type.

• When you send an email using the docked email composer, only a partial page refresh occurs.

• If you enable Compliance BCC Email, each outgoing email is automatically copied to a compliance email address. In this case, your emails don’t have a BCC option.
• When you click a custom email field on a standard contact, lead, or person account, the email composer opens with the custom email address in the To: field. However, the email isn’t logged against the contact, lead, or person account record.
• You can select email address pills by clicking on them, unless you’re using Safari.

Default Fonts

Everywhere the email composer is used, the default font in your email composer reflects your browser’s default. Similarly, email recipients see the email in the default font set for their browser.

To ensure email recipients read text in the same font, use the email composer toolbar and explicitly choose a font for the content they send. This choice overrides the default browser font for the sender and the recipient.

Email Statistics

• The HTML Email Status related list, which is only available in Salesforce Classic, shows
  • the date when an email was first opened
  • the number of times the email was opened
  • the date when the email was most recently opened

  The HTML Email Status related list includes automatic emails such as those sent through Web-to-Lead and Web-to-Case response rules.

• To report on the statistics in the HTML Email Status related list, use the HTML Email Status Report that’s available from the Reports tab.

File Attachments

• In Lightning Experience, you can customize whether to send files as links or attachments, depending on the total size of all attached files. From Setup, enter Email Attachments in the Quick Find box, then select Email Attachments under Email. You can include files as links, include them as links if they exceed 3 MB, or include them as files if the sent email is less than the Salesforce email size limit.
  • If you select the option to include files as links when the email and attachments exceed 3 MB, or if you use list email, the actual files aren’t attached when the email is sent. Instead, a link to each file is attached to the email. When a recipient clicks a link, it opens the corresponding attachment in Salesforce Files. For example, if you attach two 1.7-MB files to an email and send it, the recipient receives the email with two links attached to it.
    

    Note An email attachment sent as a link becomes publicly accessible. Public access allows anyone with the link to view, share, and download the file.
  • Attachments that are sent as links in Salesforce Classic expire after 30 days. You can expire the link manually.
  • Attachments that are sent as links in Lightning Experience don't expire automatically. You can expire the link manually.

Choosing a Default Email Composer

In your personal email settings in Lightning Experience, you can choose which email composer opens when you click an email address.

Note Before using the personal email setting When you click an email address to compose an email, which email editor do you want to use?, confirm that the Global Publisher Layout has the email action in the Salesforce Mobile and Lightning Experience Action section.

• Clicking an email address opens the Salesforce email composer by default.
• When you click a custom email field on a custom object, the default desktop email client opens with the custom email address in the To: field. The desktop email client opens regardless of the user’s setting.
• When you click an email address in a report, the default desktop email client opens, regardless of the user’s setting.
• You can’t open an email composer by clicking email addresses in the List Email home page and the EmailMessage.

Read-Only Recipient Fields

• In a read-only field, the existing email address can’t be deleted and no email addresses can be added.
• If the Cc: or Bcc: fields are disabled and empty, the fields aren’t shown in the email composer.

For Organizations That Use Email to Case

• Email messages that aren’t associated with cases can’t be displayed in communities.
• Review triggers and workflow rules that use the EmailMessage object.

  For EmailMessage records associated with cases, the ParentID field is always populated. With Enhanced Email, EmailMessage records can be associated with other records and the ParentID field can be blank. To handle email messages with a blank ParentID field, update your triggers and workflow rules.

For Organizations That Use Enhanced Email

• An email is stored as both an Email Message record and a Task record. However, the email detail page only shows the Email Message record—not the Task record.
• If your organization uses business logic that incorporates tasks and emails:
  • Recreate any custom Task fields on the Email Message object.
  • Migrate any Task object triggers to the Email Message object.

Copying and Pasting Tables

Results from copying and pasting tables can differ among browsers.

• When copying tables from Quip, font color and table border styling isn’t supported when pasting in the Salesforce email composer. Other styling, such as bold fonts and background color, is preserved.
• We support copying from the native Excel app only. Copying from the online version of Office 365 Excel isn’t supported.