Send Email Action Considerations for Cases

As of Spring '17, the Lightning Email Composer has been replaced with a new Send Email action.

The old Send Email action no longer displays to end users. It remains in existing page layouts, but isn’t in the page layout editor palette. If you remove the action from a page layout, you can’t add it back.

Tip How do you tell the difference between the new and old Send Email actions? Hover your mouse over a Send Email action in the page layout editor palette. The new action has its Action Type listed as Quick Action.

General

• You can’t add custom fields or rename existing fields in the Send Email action.
• The From field is required.

  If the From field isn’t on the Send Email action layout, it must have a predefined value set.

• HTML Body content is required; Text Body content is only supported on the case-specific Send Email action.

  If the HTML Body field isn’t on the Send Email action layout, it must have a predefined value set.

• Org-wide email addresses can’t be used with Salesforce Inbox.
• Customer community users in Experience Cloud sites can't send emails.
• The Related To field can’t be set to Cases in the global Send Email action.
• To see the Email tab in the activity composer, set Email Deliverability to All Email.
• For each email in the case feed, support reps see a dropdown menu with reply options. If you have multiple email actions in the case feed publisher, support reps see groups of reply actions in the dropdown menu.
• In email replies, merge fields in the body of the original email (the quoted content) are automatically modified to include spaces between brackets. This security measure prevents merge fields from resolving to field values.

Cases

• Turn on Email-to-Case to enable the case-specific Send Email action on cases.
• Only the case-specific Send Email action can be added to cases.
• The Email Composer tab must be selected in the Feed for the Reply and Reply-All Email actions to work.
• You can’t send emails related to cases from the Global Actions menu.

Predefined Values

• The To Address, CC Address, and BCC Address fields only accept email addresses as predefined values. Use string fields, such as Contact.custom_email_field.
  

  Note Emails sent with only email addresses specified aren’t associated with Salesforce records.
• The To Recipients, CC Recipients, and BCC Recipients fields accept a list of Salesforce Ids using the JUNCTIONIDLIST function. Use ID fields, such as Contact.Id.

  Emails sent with these predefined fields ensure that emails are associated with Salesforce records. For example, like the case’s contact record. You can use the To Recipients, CC Recipients, and BCC Recipients fields to send emails to multiple contacts and users. The fields work only with the email action for cases.

• When you click on the email composer tab, Reply All responds to the most recent email in the case, based on the Created Date field.
• When you click on the email composer tab, you Reply All to the latest email in the current case.
• When you Reply All, either by clicking on the email composer tab or by clicking Reply All on a specific email, Salesforce populates the CC field.

  If you’re replying to an inbound message, the CC field is based on that message’s To and CC values. This does not include Email-to-Case routing addresses or org-wide addresses. If you’re replying to an outbound message, the CC field is populated only if that outbound message has a CC field.

  If you're using custom code to work with the new Send Email action, note that the action type defaults to Reply All. This means that the CC field is prepopulated.

  • To treat this as a Reply, predefine CC Address as null under the Send Email Quick Action. This impacts every usage of that Quick Action. Or consider creating a custom SendEmail Quick Action specifically for your API use case, setting the CC Address predefined value to null.

• These behaviors apply only to the Reply All action, not Reply.

• You can only predefine Related To for an entity-specific quick action, not a global quick action.

• The predefined field values for the To Recipients, CC Recipients, and BCC Recipients fields are filled only for the initial email. The fields aren’t pre-filled for reply emails or forwarded emails.

• Predefined values aren’t supported in emails initiated from the Assistant or Opportunity Insights.
• If Compliance BCC is enabled, predefined values for the BCC field are ignored. If Auto BCC is enabled, predefined values for the BCC field are appended to the Auto BCC address.
• If an admin removes the BCC field from the layout, Auto BCC doesn’t populate the user's email address in the email.
• An admin's configuration takes precedence over Auto BCC. If an admin specifies a predefined BCC value, the email is populated with the predefined value and not the Auto-BCC email address.