Using Send Email Button on Cases (and objects with Dynamic Actions)

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Match My Email provides a Send Email button that will launch our email composer in Salesforce. For most objects, that button can be placed in the Mobile & Lightning actions section and will appear on the top right of the screen. When clicked, the composer launches in the middle of the screen. However, Cases are a different kind of object and Action Buttons work in a different way for Cases.

To have the button and composer show correctly on the Case Lightning Record Page, it is necessary to upgrade to Dynamic Actions in Salesforce.  If you have already upgraded to Dynamic Actions and use them for other objects such as Contacts or Leads, these steps also apply.  Once Dynamic Actions are enabled, you can then add the Send Email button. It will then appear on the page layout at the top, consistent with the location on other objects.  To implement this:

• Open a Case record
• Click Setup -> Edit Page. This will take you to the Lightning Record Page.
• Click the top Highlight Panel
• In the right sidebar, if you are prompted to Upgrade Now for Dynamic Actions, please do so. If you see Action buttons, you are already upgraded and can skip to next step.  If you do need to upgrade, just proceed through appropriate choices and complete.

• Click Add Action button and add Send Email button from GLOBAL ACTIONS (NOT from Custom Actions)

• Move Send Email to be the first button so that it appears prominently when viewing a Case. Otherwise, it will be in a “More” drop list.

• Save.  If needed, you can go through Activation of this page to Assign as Default for organization or as is desired for profiles or apps.

If you use more than one Lightning Record Page for Cases, you may want to go to Setup > Object Manager > Cases > Lightning Record Pages and click the label(s) for other pages and make the same adjustment.

If you instead follow the steps when not using Dynamic Actions, the button will not show on objects such as Contacts and Leads.  More importantly, on Cases it will show but in a different location and will not open correctly in terms of screen placement.  If you find this is happening in error, you may see something such as the following.  The Send Email button will actually appear in the Feed Area.

When clicked, the composer opens shifted to the left and chopped off making it unusable.

Therefore, if you have previously placed the Send Email button for Case on the object Page Layout in Mobile and Lightning Actions section, which is the method when not using Dynamic Actions, you would want to remove it. To do so:

• Click Setup > Object Manager > Case
• Click on Case Page Layouts and then click name of the page layout you need to edit.
• Find the Send Email button in the Mobile & Lightning Actions section and drag it up to the top to remove from page.
• Click Save.