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When I send an email from the Case Feed, it opens with the addressing section collapsed and defaults to the Contact email address. I would like the section to be visible by default so the user doesn't forget to check who they are sending the email to, as in our situation it is NOT always to the Case contact. We use @mention for SF users, but some employees don't have a login, and we need to email them. So it's critical the support user sees the TO field at all times.

How is this doable? Google hasn't helped so far...

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  • Can you put a picture for better understanding – Santanu Boral Jan 13 '17 at 3:51
  • Havew edited Santanu – Irene Jan 13 '17 at 3:59
  • find my answer .. – Santanu Boral Jan 13 '17 at 4:45
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That is Salesforce Out-of-box functionality where Email in Feed based layout will be displaying like that because in the Feed View settings of the Page Layout Allow Collapsible Email Header option in by default selected.

Feed view navigation

De-select this option.

Allow Collapsible Email Header

Email section will display like this:

Email in Feed layout

By the way, in the Console app it will always be non-collapsible, even if "Allow Collapsible Email Header" option is selected

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In our org we use console app and it is not always non-collapsible. We have to deselect the checkbox to make it non-collapsible.

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