This release upgrades the comment authoring experience with a new rich text editor and delivers meaningful new admin capabilities for blocked email matching, Knowledge search, and inbound file-sharing defaults. The rich text editor on the New Comment Page has been migrated from TinyMCE to Froala, with a custom edit modal that lets agents edit case comments in rich text regardless of Support Settings.

Beyond that, this cycle addresses inline image handling, warning agents before a deleted image goes out, and relinking duplicates via the File Slayer integration, along with dozens of targeted fixes across email processing, draft management, and Widespread Issues.

 

Action Items:

1. Review Widespread Issue Broadcast Permissions — The ability to send broadcasts from Widespread Issues now requires the Widespread Issue Broadcast custom permission, already included in the E2CP Manager and Admin permission sets. End users who previously had broadcast access through the End User permission set will need this permission assigned manually. (introduced in v9.78)

2. Update Packaged Email Template Encoding to UTF-8 — Packaged email templates have been updated to UTF-8 encoding for new installations, ensuring the widest possible range of characters is supported. Email templates do not update automatically during a package upgrade; existing customers who want UTF-8 support should manually update the encoding of their templates in Salesforce Setup. (introduced in v9.79)

3. Review Impact of "Share Inbound Files Globally" Removal — The "Share Inbound Files Globally" setting has been removed from the package. Inbound files will no longer be shared organization-wide by default, and each user's existing Salesforce permissions will drive access. Admins who had this setting enabled should confirm that their org's file access expectations are still met under the new defaults. (introduced in v9.87)

 

UI/UX

The rich text editor on the New Comment Page has been migrated from TinyMCE to Froala, with a default text size of 13px, aligned with the standard text size in Salesforce fields. A new custom edit modal lets agents edit case comments using rich text, regardless of whether rich text is enabled in Salesforce Support Settings. Both the rich and plain text comment bodies are updated on save, ensuring edits propagate consistently across Timeline and case history.

 

 

The Blocked Email List setting now supports wildcard matching. Admins can use up to two wildcard characters (*) within an address or domain entry to block broad categories of senders. For example, address@*.domain.com, address@*.*, or *@*.com. Double quotes can be used around a value to treat special characters literally and disable wildcard matching for that entry.

 

When an inline image is added to a response on the New Comment Page and subsequently deleted from the case before sending, agents are now warned at the point of sending, allowing them to take action before the response goes out. E2CP also automatically relinks duplicate inline images to existing files via the File Slayer integration when applicable. Additionally, when an inbound email contains an inline image reference whose URL cannot be resolved, the comment body now displays Inline Image: <FILE_NAME> (See Attached) rather than the confusing [Duplicate Image Removed] placeholder, accurately reflecting the image's status for agents reviewing the Timeline.

 

The list of attachments previously prepended to the top of inbound case comments has been removed. Files are now displayed exclusively within the files section of each comment in Timeline, reducing visual clutter and making comment bodies easier to read at a glance.

 

Automation & Reliability

Forwarding addresses are now saved to the BccAddress field on the Email Message when an email arrives via BCC, giving support teams improved visibility into where an inbound email originated without requiring full email header logging.

 

Inbound email user mapping has been improved to exclude users whose email addresses match a configured inbound routing address when E2CP creates Email Message relation records. This prevents incorrect records from being associated with emails in orgs where support reps use a shared support address as their return address in My Email Settings.

 

Hard references to Content Distribution have been removed from the package. The related Inline Image Support setting in the setup wizard is now automatically disabled and annotated with an explanatory message when Content Deliveries are not enabled in the org, preventing silent errors in affected configurations.

 

The maximum comment size for rich text responses has been increased to 32,768 characters, matching the capacity of the underlying field, preventing long replies from being truncated prematurely when rich text is enabled.

 

The automated duplicate Message-ID check introduced in version 8.21 has been removed. While originally intended to prevent duplicate processing, the check caused legitimately distinct forwarded messages to be incorrectly flagged as duplicates and dropped entirely. All inbound messages, including those that share a Message-ID due to forwarding, are now processed reliably.

 

Security & Access

The ability to send broadcasts from Widespread Issues now requires the Widespread Issue Broadcast custom permission, included in the E2CP Manager and Admin permission sets. Previously, any user with the End User permission set could send a broadcast; this change ensures broadcast access is explicitly controlled by administrators, consistent with the principle of least privilege.

 

The "Share Inbound Files Globally" setting has been removed from the package. Inbound files are no longer shared organization-wide by default, and each user's existing Salesforce permissions drive access. This ensures that inbound customer data remains appropriately restricted to authorized users without requiring manual sharing configuration.

CSS <style> Tags Appearing as Visible Text in Timeline Comments — Inbound HTML emails that included embedded CSS <style> blocks caused raw stylesheet code to appear as visible text within Timeline comments. Message processing now strips <style> tags from incoming email content before creating case comments. (v9.90)

 

Duplicate Inline Images Inserted on Paste, Breaking Draft Saving — Under certain conditions, particularly when another inline image was already present in the body, pasting a screenshot into the New Comment Page inserted a duplicate image, and draft saving stopped working until the page was refreshed. A fallback has been added to reuse the existing image preview element when the editor's retrieval process fails during a paste operation, preventing duplication and preserving draft functionality. (v9.89)

 

Secondary Error Thrown When Recovering From an Invalid Data URI on an Existing Case — When processing an inbound email with a malformed or corrupted inline image against an existing case, the error recovery logic itself failed due to missing case fields, surfacing errors such as ‘REQUIRED_FIELD_MISSING, Required fields are missing: [Email Message]’ and ‘SObject row was retrieved via SOQL without querying the requested field: Case.E2CP__Most_Recent_Private_Comment__c’. The required fields have been added to the recovery query. (v9.88)

 

Editing a Variation in the Setup Wizard Triggered Infinite Error Dialogs — Creating a variation preset and then attempting to edit it from the Variations screen caused an infinite loop of error modals, preventing admins from modifying variation configurations. Error handling in the variation edit flow has been corrected. (v9.88)

 

External and Distribution Files Shown as Available Attachments on New Comment Page — Files attached to outbound email distribution messages and external files were incorrectly appearing in the file picker on the New Comment Page. Attempting to include these files caused errors such as ‘INVALID_ID_FIELD: The ContentVersion ID refers to external content and is not supported’. External files and files originating from email distributions are now excluded from the file picker. (v9.86)

 

Null Dereference Error When Sending a Private Comment With an Unlinked File — When the “Outbound Attachment Placement” setting was configured to "Email Message Only" and an agent selected a file that existed on another email but was not linked to the case, a ‘Sending e-mail with new comment failed: Attempt to de-reference a null object’ error was thrown. A safe navigation check has been added to handle this scenario. The Email Template section is also now correctly hidden when adding a comment as a note. (v9.85)

 

Draft Comments Occasionally Deleted When Clicking "Back to Case" — In rare circumstances, a draft save triggered after the rich text editor had unrendered would result in a blank body being persisted, which in turn caused the draft to be automatically deleted. The last known rich text value is now cached to prevent this, and a draft save is triggered immediately after a canned comment is inserted. (v9.85)

 

Intermittent "[Disconnected]" Error After Successful Send on New Comment Page — After successfully sending a response from the New Comment Page, some users intermittently received a ‘[Disconnected]’ error on being redirected back to the case, even though the email had been sent correctly. Error handling in the send flow has been improved to prevent this error from surfacing after a successful send. (v9.84)

 

New Comment Page Failed to Load With Lightning Web Security Disabled — The New Comment Page rich text editor failed to initialize in orgs where Lightning Web Security (LWS) was disabled, preventing agents from composing new comments. The loading behavior has been corrected for LWS-disabled environments. (v9.83)

 

Infinite Spinner When Editing Comments With Lightning Web Security Disabled — When LWS was disabled, editing a case comment from Timeline produced an infinite spinner and prevented the edit from completing. The conflict between the custom edit modal's toast notifications and the platform behavior has been fixed. (v9.82)

 

Multiple Issues With the Rich Text Editor on the New Comment Page — Several issues with the Froala-based editor were identified and resolved following its initial rollout: the editor entered read-only mode on first canned response creation, pasted screenshots were center-aligned rather than left-aligned, duplicate spinners appeared during inline image uploads, and the toolbar incorrectly collapsed based on editor width rather than the mobile app context. (v9.81)

 

"Failed to Get Access Token" Error With Migrated External Client Apps — Configuring the “External Client App” setting with an app that had been migrated from a Connected App returned a ‘Failed to get access token: Consumer key and certificate name are required’ error. The controller now handles both native External Client Apps and those migrated from Connected Apps. (v9.80)

 

"Regex Too Complicated" Error During Inbound Email Processing — Certain inbound email content triggered an ‘Apex System.LimitException: Regex too complicated’ error during processing, causing those emails to fail. The regular expression has been optimized to handle the affected patterns without error. (v9.80)

 

Inbound Emails With Invalid Inline Image Data URLs Failed to Create a Case — Inbound emails containing inline images with invalid or malformed data URLs caused the email service to fail with ‘System.DmlException: Insert failed... INVALID_DATA_URI, Invalid data specified’. A fallback now converts the comment body to plain text and retries the insert when this error is encountered, ensuring the email is processed successfully. (v9.79)

Public Comments Incorrectly Flagged as Private — The E2CP__Private__c field on the EmailMessage record was not being populated during message processing, causing outbound public comments to be incorrectly marked as private. The field is now correctly set during processing. (v9.78)

 

Timeline Failed to Load When a Draft Had No Associated User — An edge case where a draft comment was created without an associated user caused the entire Timeline to fail to load, preventing agents from accessing any of the case's communication history. The Timeline now handles this scenario gracefully and loads correctly. (v9.77)

 

Deleting an Inline Image From Message Attachments Did Not Remove It, and Deleted Images Persisted in Timeline — Clicking the delete icon for an inline image in the Message Attachments section of the New Comment Page did not actually remove the image from the case, and inline images that were deleted before sending continued to appear in Timeline after the comment was sent. Both behaviors have been corrected. (v9.75)

 

Inline Images Did Not Appear in Message Attachments After Upload, and Were Draggable Into the Email Body — After uploading an inline image on the New Comment Page, the image did not appear in the Message Attachments section, making it difficult to confirm what was being included in a response. Images in the list were also draggable into the email body, which could result in an internal-only image URL being embedded in the outbound email where the recipient could not see it. Inline images now appear in the Message Attachments section after upload and are no longer draggable. (v9.74)

 

Knowledge Field Set Links in the Setup Wizard Produced an Error — Clicking a Knowledge field set link in the setup wizard to navigate to the field set configuration returned an error, preventing admins from editing field sets directly from within setup. The links have been updated to use the correct object identifier in the URL. (v9.74)

 

Emails Containing Hidden Preview Content Caused Comments to Not Appear in Timeline — Some email clients embed a plain text preview of the message inside a hidden <div> element (using display: none) to control inbox snippet appearance. When this hidden content contained a delimiter, the resulting case comment would not display in Timeline. Delimiters found inside hidden elements are now ignored during message processing. (v9.74)