When emailing from the activity timeline in a case, is there a reason why it is not creating a brand new email from scratch, but instead, replying to an existing email? You can see in the screenshot how my subject line is populated already with the subject from an old email. Is this a setting issue?
1 resposta
Michael Brown (Salesforce) 
Forum Ambassador
Hi Claudia, under email-to-case, you could try this setting: Reply with new content only
That will at least strip our the prior body thread, although I'm not sure about the subject. What you could also do is maybe try setting a predefined value on your Email action to set the Subject equal to a null value or another default value.
