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Attach Images and Files to Emails in the Salesforce Classic Case Feed
Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To send emails with attachments or inline images: | Send Email |
For example, if you're working on a case that requires a customer to try a few different solutions to resolve an issue, attach a how-to video or a document with multiple sets of detailed troubleshooting steps. If the customer must carefully follow a particular set of troubleshooting steps, use inline images after each step in the message body.
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To add an inline image, click
in the toolbar of the Case Feed email publisher and upload or link to the image
you want. Each image you embed must be no larger than 1 MB, and in .png, .jpg, .jpeg,
.jpe, .jfif, .pjpeg, .bmp, or .gif format. The total size of your email message,
including images and text, can be no more than 12 MB.
- To attach files to an email, click Upload files to choose a file from your computer or Salesforce, or to use a file that's already attached to the case, or drag files to the attachments area at the bottom of the email publisher. You can attach up to a total of 10 MB to each email message. Salesforce supports all file types. Drag-and-drop functionality isn't supported on Microsoft Edge and is available only on browsers that support HTML5.
- Click Files: to see a list of the attachments you added.
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Click
next to an attachment to remove it.
When the recipient of your email views the message, any images you've embedded appear in the body of the email. If the total size of everything you've attached to the message is greater than 3 MB, all of the attachments appear as links, which the recipient can use to download the files. If the total attachment size is less than 3 MB, each file appears as an attachment.
- The images embedded in the body of the email message so she can refer to them one at a time as she works through the troubleshooting steps
- The user manual and list of maintenance tips as attachments to the message, as their total size is less than 3 MB
If you also attached a troubleshooting video (a 2.5 MB file), all three of the attachments appear to the customer as links, as the total size of all attachments is greater than 3 MB.
