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Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed

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Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed

The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.

Required Editions

View supported editions.
User Permissions Needed
To send emails: Send Email

Accessing the Editor

The rich text editor appears when you click Email, or Answer Customer and then Email, in the publisher on the Case Feed. You don't see the editor if:

  • Your administrator hasn't enabled it.
  • You used the plain text editor the last time you wrote an email in Case Feed. Click the toggle icon Toggle Icon to switch to rich text.

Tips on Using the Rich Text Editor

  • The rich text editor is available only for the Email action.
  • If you enter HTML and other kinds of markup in the editor, it doesn't render when you send a message.
  • To delete a message, click Delete Button.
 
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