Is there a reason I am unable to see the default Send Email Quick Action on my Case Feed, or any custom Email Quick Action... I have email-to-case turned on and deliverability is set to All Emails. What small checkbox somewhere am I missing?

Page Layout Editor: enter image description here

Saved Page Layout, Feed View: enter image description here

So question--- What is the difference between Send Email and Email? Why does Send Email not work?

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    Is there a publisher or global layout for this .I am sure you are missing to configure these .I am not near computer but i would definately check page layouts and publisher actions Feb 25, 2016 at 3:07
  • I'm using the standard quick action - updating my post to include images. Feb 25, 2016 at 3:11

1 Answer 1


The issue was the "Email" quick action was not configured on the page layout of the user .Only those actions appear which are dragged on quick action area.

Send Email - This is very specific to Salesforce 1 .If you enable this your Salesforce 1 has Send Email publisher .This will be visible only on the Salesforce 1 Mobile app and hence you may not see any change once you look at desktop view.Here is the reference

Email - This is for service cloud layout and this was missing.

  • Is there any way to add custom Send Email quick action to the Service Console publisher? I'm wanting to use a custom action that pre-populates CC with values from the Case.
    – Doug Ayers
    Oct 14, 2016 at 20:21
  • @DougAyers Would you mind posting a new query with some nice details and screenshot :) .Thank you Oct 14, 2016 at 20:22

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