We're having issues using the Recipient Merge field when sending emails from a Case within the UI.
On some Cases we don't use the standard Contact Lookup, but a Custom Contact Lookup. We've created a Custom Email action ( hence the label on the action ) which uses that custom Lookup and the JunctionIds functionality to populate the Contact within the To: section on the email action.
However, this still causes the email (based on a Lightning Email template) to fail:
Based on my understanding of the functionality, this should work. However, it seems that it doesn't?
A colleague mentioned that populating the standard Contact lookup field allows this to work, which seems to imply that the ContactId field on the Case is more important than the actual Contact referenced in the Email action. We cannot use the standard Contact lookup field here, as there are sharing sets and settings in place which we have to keep in place, but cannot be invoked for this subset of Cases.
Can anybody shed any light on this? Is this one of those weird "Standard Objects And Their Specific Behaviours" type issues?
#Lightning Email Template #Recipient Type Field #Case #Custom Lookup Field
We have since found that this is a limitation within Salesforce. Albeit one that isn't referenced in the documentation.
The recipient merge fields on Lightning Email Templates related to Cases only works with the standard Contact Lookup. This has been confirmed by Salesforce support and there is an existing Idea on the Idea exchange for it:
Lightning Email Templates - Recipient Merge fields to relate to the recipient
Another one of those strange undocumented Salesforce limitations.