This release cycle is anchored by a complete redesign of Timeline, making conversation threads far easier to follow, along with a redesigned File Viewer that handles every file attached to a case. The Knowledge integration gained more flexible article links and improved search, and Case Description now supports rich text.

 

Timeline and the New Comment Page also support Dark Mode, so agents working in a dark-themed Salesforce org get a fully readable, visually consistent experience.

 

The rest of the cycle went into making the New Comment Page editor behave predictably (paste formatting, message truncation, and draft comment editing), plus permission set access for the Invocable Send action.

UI/UX

Timeline has been fully redesigned, making conversation threads much easier to follow. Recipient pills on each entry immediately show who was included in a message, and relative timestamps show the cadence of back-and-forth communication on a case. A sort control allows agents to choose the display order of items, and Public, Private, and Draft responses are visually distinct throughout. The redesigned File Viewer is accessible via a dedicated button at the top of Timeline and displays all files attached to the case, with pan, zoom, and rotation support to improve text extraction. These changes also apply to the Widespread Issues Timeline and the Reply & Timeline Component for Digital Experiences.

 

Timeline and the New Comment Page now support Dark Mode, giving agents who work in a dark-themed Salesforce org a fully readable, visually consistent experience. Text is automatically adjusted for legibility against dark surfaces, so messages and case history stay clearly visible instead of blending into the background.

 

The Knowledge integration has received two enhancements. The External Knowledge Base setting has been renamed to Custom Knowledge URL and now supports both URL fields and Formula (Text) fields on Knowledge Article Version, giving admins more flexibility to configure dynamic article links without requiring record updates. Knowledge advanced search now loads all related articles on initial display and keeps the All Results section visible at all times; once a search term is entered, the related articles section is filtered dynamically to show only articles that also appear in the full results.

 

Case Description now supports Salesforce's Rich Text Area field type. When Rich Text is enabled on Case Description in your org, Email to Case Premium automatically populates the rich text version alongside the existing plain-text field on inbound emails, giving agents richer formatting with no additional setup required.

 

Timeline now shows a globe icon for public responses and a lock icon for private ones. Background color no longer carries that distinction alone, which makes it clear for users with color vision deficiencies. Files of any size can now be downloaded from the image preview in Timeline, and zoom has been improved. It now also shows each inbound sender's email address next to their display name, and Timeline search matches on that address, so users can tell a spoofed display name from a real sender at a glance.

 

When another user has started a draft on the Case, you can now click the notification on the New Comment Page to load and edit their most recent draft. If more than one draft is in progress, you can open the others from Timeline.

 

Security & Access

External customers accessing cases through Digital Experiences can now view files only within the File Viewer modal, with no ability to delete them.

 

Automation & Reliability

The Classic New Comment page now enforces the same comment length limit as the Lightning New Comment Page. The legacy Prevent Sending When Max Comment Length is Exceeded setting has been retired and removed from the setup wizard. Because the limit is always enforced, comments sent from the Classic page in plain text mode can no longer be cut off for going over it.

 

Canned response search is noticeably faster. Default results appear almost immediately when you click into the search box, and recent searches return more quickly.

Saving a Draft Through the Invocable Action Triggered Case Automation — Saving a draft through the Email to Case Premium invocable action no longer updates the Case, so Case automation runs only when a comment or email is actually sent. Previously, saving a draft still updated the Case record and recalculated comment history, which could trigger Case automation even though nothing had been sent. (v10.21)

 

Sending From Another User's Draft Left the Original Draft Behind — When you add or send a comment from a draft owned by another user, that user's original draft is now removed from the Case. Previously, the original draft stayed on the Case after the comment went out. (v10.21)

 

Inbound Messages Could Silently Truncate When They Referenced Images From Another Org — When an inbound email contained a Salesforce rich text image hosted in a different org, the message was cut off in Timeline, so agents could miss part of what the customer wrote, though the full message remained viewable through the email preview. Email to Case Premium now detects this truncation, drops the unusable images, and saves the complete message so agents see the customer's full text in Timeline. (v10.20)

 

Draft Comments Without an Assigned User Showed the Wrong Author — In Timeline, a draft comment with no assigned User displayed the last person who modified it as its owner, making it look as though that person had written the draft. Drafts without an assigned User now show the original creator as the author, with the "edited by" indicator correctly identifying anyone who later modified the draft. (v10.20)

 

"Edit Link" Dialog Clipped at the Bottom of the Comment Editor — Left-clicking a hyperlink near the bottom of the rich text comment editor and choosing Edit Link opened the dialog at the cursor position, where its lower portion was clipped by the editor boundary, leaving the URL fields and buttons unreachable. The dialog now stays fully within the visible area of the editor regardless of where the link sits, so hyperlinks can be edited anywhere in a comment without resorting to the Ctrl + K workaround. (v10.20)

 

Text Extraction Offered for File Types That Don't Support It — In the attachment preview, the text extraction option appeared for some file types that can't use it, such as PDFs, and pressing the left or right arrow keys navigated the carousel while extracted text was being edited. Text extraction and preview controls now appear only once a supported file has loaded, and arrow-key carousel navigation is disabled while extracted text is being edited. (v10.20)

 

Email History Left Partial Lines in Parsed Case Comments — HTML email parsing trimmed history text starting exactly at the delimiter, so when a delimiter appeared mid-line the earlier part of that line remained in the parsed case comment. Parsing now trims from the start of the line containing the delimiter, producing cleaner case comments regardless of where in the line the delimiter falls. (v10.20)

 

Update Existing Draft Was Not Updating the Original — Editing a draft comment owned by another user created a new draft under your name while leaving the original untouched, scattering edits across duplicate drafts. Editing another user's draft now updates that original draft in place, ownership stays with the original author, and Timeline now shows when a draft or comment has been edited by someone else. (v10.19)

 

Pasted Content Carried Background Colors Inconsistent With the Standard Email Composer — Content pasted into the email editor from external sources retained its background colors, which didn't match the behavior of Salesforce's standard email composer. Background formatting is now stripped from pasted content, with the same cleanup applied to dragged-and-dropped content, so messages match the standard composer's appearance. (v10.19)

 

Messages Could Silently Truncate When Pasted Content Referenced Inaccessible Images — Pasting HTML copied from a rich text field in another org, where the referenced images lived in that org's storage, could cause a message to silently truncate on send, delivering only part of the intended content with no warning. Messages containing inaccessible images are now blocked with a clear error telling the user to remove or replace the affected image(s), applied to both New Comment and Customer Reply. (v10.19)

 

Pasting Between New Comment Page Editors Added an Unwanted Background Color — Cutting and pasting text between New Comment Page editors caused the pasted text to arrive with an unwanted white background that carried through to the saved comment and Timeline. Copying and pasting within the New Comment Page now preserves font styling without adding a background color. (v10.18)

 

Packaged Permission Sets Lacked Access to the Invocable Send Action — Users assigned the packaged Admin, Manager, or End User permission sets lacked the access needed to use the invocable Send action. Apex class access to the invocable Send action is now included in all three packaged permission sets. (v10.18)

 

Setup Wizard "View" and "Manage Certificates" Buttons Restored — Following a Salesforce Summer '26 platform security change, the "View" button next to the Email Service and the "View" / "Manage Certificates" buttons under Configure External Client App no longer opened the correct Setup pages when clicked. These actions now open the correct Salesforce Setup page in a new tab, with no visible change to how the buttons look or behave. (v10.17)

 

Comment History Not Updating for Unlicensed Users — Comment history on Cases failed to update when a comment was added by an unlicensed user, due to an internal license check that was incorrectly blocking the update. This check has been removed, so comment history now updates reliably regardless of license status. (v10.17)

 

Canned Response Save Failure With Long Rich Text Content — Creating or editing a Canned Response with rich text content whose HTML-stripped plain text exceeded 4,000 characters caused the save to fail. The plain text field is no longer populated when a Canned Response is in rich text mode, avoiding this length limit. (v10.17)

 

Intermittent "Cannot Read Properties of Undefined" Component Error — Some users intermittently encountered a JavaScript error referencing an undefined "dataset" property. The underlying cause has been resolved. (v10.17)

 

Browser Spellcheck Deleting Adjacent Text in the Email Composer — Using a browser's built-in spellcheck feature while composing a response could intermittently delete adjacent text. The Froala rich text editor has been updated to version 5.3.0, which resolves this issue. (v10.17)

 

"Inline Image Resize 'Pop'" on the New Comment Page — Inline images in the rich text editor would abruptly jump to an oversized dimension the moment a user began to resize them, making precise sizing difficult. Mouse-cursor alignment during image resizing has been corrected, so images now scale smoothly as you drag. The Froala editor was also updated to v5.2.0. (v10.16)

 

Files Not Associating with Cases in Profile-Based Chatter Rollout Orgs — In orgs with Profile-Based Chatter Rollout enabled, files inserted by the E2CP Context User could fail to associate with the case, email, or inline images because they were created with an Origin of H (Chatter), which requires the context user to have Chatter enabled. Files are now inserted with an Origin of C (Content), which works correctly across all Chatter configurations. (v10.16)

 

Strict Email Preview Validation Prevents Unintended Public Comments — When an email template configured in E2CP Setup had been deleted or was otherwise invalid, previewing a response from the New Comment Page would surface errors such as "INVALID_CROSS_REFERENCE_KEY: invalid cross reference id" and inadvertently add a public comment to the case; Widespread Issue owner broadcast previews additionally failed with an invalid template ID error. Validation during the preview process now aborts cleanly when a template is invalid or missing, surfacing a clear message without creating unintended records. (v10.15)

 

Forwarded Emails Not Mapping the Correct Web Email or Contact — When the Forward to Case feature was used in versions 9.65 and later with rich text enabled, the original sender's address was not correctly extracted from the forwarded email header, causing the case Web Email field and associated contact lookups to display blank or incorrect values. The inbound email and comment parsing logic has been corrected to reliably identify and use the original From: address in forwarded messages. (v10.15)

 

Unable to Break Out of Bulleted Lists After Inserting Knowledge Content — Inserting a Knowledge article or canned response containing certain HTML structures into a bulleted list trapped users inside the list, preventing them from unindenting or exiting. A "Word Paste Detected" modal also appeared when pasting rich content, adding friction to the authoring workflow. The Knowledge field insertion logic has been updated to avoid the underlying editor behavior causing the list-trapping issue, and the Word Paste Detected notification has been disabled. (v10.15)

 

Knowledge Article Fields Caused a JavaScript Error When Inserted Into a Bulleted List — Inserting a Knowledge article field while the cursor was positioned inside a bulleted list caused a JavaScript error and silently prevented the content from being added. The insertion logic has been corrected. The Froala rich text editor has also been upgraded to version 5.1.0 as part of this fix. (v10.14)

 

End Users Could Not Edit or Delete Their Own Draft Comments — Draft comments and published comments each have their own permissions, but the app was incorrectly applying the published comment permission check to drafts as well, preventing users from editing or deleting their own drafts even when they had the right to do so. The permission logic has been separated so that drafts and published comments are now checked independently. (v10.14)

 

Knowledge Search Results No Longer Sorted by Relevance — A sort clause applied to Knowledge queries in a prior release caused SOSL searches that sort by relevance by default to instead return results in a fixed order, pushing less-relevant articles to the top when a search term was entered. The fixed sort has been removed from SOSL Knowledge searches, restoring relevance-based ranking. (v10.14)

 

Widespread Issue Broadcasts Blocked by Hidden Required Fields — When broadcasting a Widespread Issue involving cases with different record types, required fields were being validated even when hidden by dependent picklist logic, preventing users from completing the broadcast despite the relevant fields not being visible. Required field validation now applies only to fields that are actually displayed to the user. (v10.13)

 

Comment Edits Appeared to Disappear in Timeline Due to Hidden Recipient Headers — When editing a case comment containing recipient headers (From, To, CC), those headers incorrectly appeared as editable content in the edit modal, but since Timeline doesn't display header content, any changes made there were silently discarded on save. Recipient headers are now hidden from the editor, automatically preserved in the background, and reattached when the comment is saved. (v10.13)

 

Table Header Background Colors Not Preserved When Pasting HTML Tables — When pasting an HTML table into the New Comment Page, background colors on table headers were lost on save. This happened because of a formatting incompatibility between Froala's output and what Salesforce accepts in the comment body field. Background color styles on table headers are now converted to the correct format before saving, so they come through as expected. (v10.12)

 

"Generate Forwarding Addresses" Button Hidden After Sandbox Refresh — When a sandbox was refreshed, service address IDs stored in the “Individual Forwarding Addresses” setting became invalid because they do not exist in the new sandbox, causing the Generate Forwarding Addresses button to be hidden and address generation to fail. E2CP now detects and replaces invalid service address IDs automatically, ensuring address generation works correctly in any environment. (v10.11)

 

Metadata Read Calls for External Client App Failed When More Than 10 Apps Existed — When an org contained more than ten External Client Apps, the “External Client App” setting in the setup wizard failed to load the full list of available apps for selection. Metadata read calls are now batched in groups of fewer than ten, ensuring all available apps are displayed correctly. (v10.1)

 

Multiple Bugs Fixed Following Timeline Redesign — Following the initial release of the redesigned Timeline at v10.0, several issues were identified and resolved: a blocking error in the Widespread Issue Timeline caused by active broadcast drafts, file click-interaction and visibility inconsistencies in the File Viewer, and z-index layering conflicts that obscured sort options and the draft saving indicator in the Reply & Timeline Component. (v10.1)