You had an inbound email come into Salesforce, but the corresponding case comment displayed in Email to Case Premium's Timeline Lightning Component is unexpectedly truncated. When you click on the case comment's dropdown menu and select "Preview Email", you can see that the full email message was not included in the case comment/Timeline display.

Email to Case Premium utilizes Case Comments for the Timeline Lightning Component. There are a few reasons a case comment can be truncated, so please check through the list below to ensure the case comment hasn't been truncated for that reason.

1. Salesforce's character limit for Case Comments is 4,000 for plain text and up to 131,072 for rich text.  If your case comment's character limit is above these values, it would be expected behavior for it to be truncated
2. An email delimiter may have been detected, which would trigger everything above that delimiter to be truncated from the case comment.  You can check your configured email delimiters in the Email to Case Premium Setup Wizard.
3. In version 9.74 of Email to Case Premium, we included a fix to handle hidden email delimiters more effectively. Please ensure you are on version 9.74 or newer to prevent your case comment from being truncated due to a hidden delimiter. Relevant Release Notes can be found here.

If you have confirmed that your case comment was not truncated due to the above-mentioned three reasons, it may be that the sender of the inbound email input their message (or part of their message) in the email signature tag, by writing the message in the signature portion of the email composer.

Starting in version 9.68, Email to Case Premium added a feature called "Signature Removal", which removes signatures from case comments to keep the Timeline clean. So, if a portion of the message was included in the email signature tag, it would be removed from the case comment just like the rest of the email signature.

Sample case comment truncated in Timeline:

To confirm if the email was sent with the body in the signature tag, find the corresponding email message record in Salesforce. You can get there from Timeline by clicking "Preview Email" in the comments' dropdown menu.

Find the line of text that was truncated from the case comment, right-click it, and select "Inspect". 

From this Dev Tool/Dev Console, you can see if that line of text was added in the signature. It may say something along the lines of: ‘div.signature’, Signature, gmail_signature, etc. This tag will usually be found above the highlighted section that opens up in the new window.

Once confirmed that the missing comment content is inside the signature tag, you have two options. 

1) Leave things as they are and accept that this may occur when some users send in emails in this fashion.  

2) Work around this rare scenario by disabling E2CP's "Signature Removal" feature. Be aware that full signatures will be included on every Case Comment moving forward, and Timeline will not display clean case comments. Because this is not a common behavior, it may not be worth including signatures on every Case Comment to solve for the few occurrences when users behave write emails in this way.

If you've determined you'd like to turn off your Signature Removal feature, please reach out to Vicasso support for further instructions.

If you've worked through all of the available reasons why a case comment may be unexpectedly truncated and still cannot explain the behavior in your Salesforce org, please reach out to Vicasso support.