Several of my users have reported intermittent issues adding emails to Leads using "drop n drag". Thus far the issues have only been with emails that are replies from customers sent to a shared mailbox.
What's the issue?
A reply email is dragged from Outlook to our Production org to be attached to a lead. Rather than attaching to the Lead record a new tab opens and in the URL is a message:
The rest of the screen is blank.
It shouldn't have anything to do with the size of the email, there are much larger emails that we are able to drop/drag without issue.
In all reported instances there are no attachments to these reply emails and the issues have been reported by different users.
We do not use Inbox and have not yet rolled out to our Production org our Outlook Integration.
Has anyone experienced something similar?
Thanks in Advance!
#AwesomeAdmins #Salesforce Admin #Outlook/Teams/Gmail
@* Outlook/Teams, Gmail, and Inbox * @* Salesforce Administrators *
Hi @Gwenn Ferguson,
To troubleshoot the issue, you may want to check the following:
- Check if the Lead record exists in Salesforce and if the email address associated with the Lead matches the email address in the email being attached.
- Verify if there are any customizations or configurations in your Salesforce instance or Outlook integration that may be causing the issue.
- Check if the user who is trying to attach the email has the necessary permissions to access and modify the Lead record.
- Review the error message in the URL and try to identify the cause of the issue.
- If the issue persists, you may want to contact Salesforce support or your organization's Salesforce administrator for further assistance.
