HTML Email Quick Actions fail to send Email if it involves pasting the copied text from MS word or MS Outlook Emails.

HTML Email Quick Actions fail to send Email if it involves pasting the copied text from MS word or MS Outlook Emails.

Apex , Lightning

Last updated 5 days ago ·Reference W-6627777 ·Reported By 131 users

Scheduled - Summer '20

Summary
When sending an email from Case Feed in LEX , when the previous email chain is present in the body of the email and the previous body size is at 32,000 characters and when trying to add few more characters as a part of the new email and then try sending the email, you get an error which says 'HTML Body: data value too large: ........(max length=32000)'.

On deleting the entire text in the email body composer and adding even single word and on sending the email again, Email action still complains the same as above, even though the new email has an only single word.

There is another way to reproduce this issue, is by simply copying/pasting a content (even a single character or word/space) either from a email in outlook mailbox or from Microsoft word file or some internet images.

This error happens only in Lightning

Repro
Repro-1:
=======
1) Click on new email quick action.
2) Copy text from any word document that you have or copy text from any email that is present in your desktop outlook.
3) Paste this text in the new email quick action compose window.
4) Send the email. (Error is observed)

Repro-2:
=======

1) Create Apex class 'EmailDemoTemplate' with content as below

global class Saitemplate implements QuickAction.QuickActionDefaultsHandler {
public boolean isTest = false;
global Saitemplate() {}

global void onInitDefaults(QuickAction.QuickActionDefaults[] defaults) {
QuickAction.SendEmailQuickActionDefaults sendEmailDefaults = null;
// Check if the quick action is the standard Case Feed send email action
for (Integer j = 0; j < defaults.size(); j++) {

System.debug('$$$ Action Name ' + defaults.get(j).getActionName() + ' Type : ' + defaults.get(j).getActionType());

if (defaults.get(j) instanceof QuickAction.SendEmailQuickActionDefaults &&
defaults.get(j).getTargetSObject().getSObjectType() ==
EmailMessage.sObjectType &&

(
(defaults.get(j).getActionName().equals('Case.SendEmail') &&
defaults.get(j).getActionType().equals('SendEmail'))
||
(defaults.get(j).getActionName().equals('Case.Email') &&
defaults.get(j).getActionType().equals('Email'))

)
) {
sendEmailDefaults =
(QuickAction.SendEmailQuickActionDefaults) defaults.get(j);
break;
}
}
if (sendEmailDefaults != null) {
EmailMessage emailMessage = (EmailMessage) sendEmailDefaults.getTargetSObject();
sendEmailDefaults.setIgnoreTemplateSubject(true);
sendEmailDefaults.setInsertTemplateBody(true);
sendEmailDefaults.setTemplateId('00Xxx000000ghh5EAA');
}

}

}

2) Enable the option of 'Enable Default Email Templates or the Default Handler for Email Action' in case support settings and Select Apex class name 'EmailDemoTemplate'.

3) In Apex class , Replace email template id in sendEmailDefaults.setTemplateId('00Xxx000000ghh5EAA'); with the one present in your org.

3) Send Email with a body having 32k characters to E2C address to create a case

4) click on email quick action. I will load the template followed by the previous email in body.

5) Click on send. If the whole body is > 32k character, The error 'HTML Body: data value too large' will be shown.

6) Remove whole content in the body and type single word, attempt to send again to encounter the same issue even if the body has a single word.

Workaround
Root Cause:
=========

When you copy and paste content from external sources, such as Microsoft Word or a web page you are pasting hidden formatting or nonstandard characters as well. If you see the content in error message it contains a lot of MS word formatting.

The Considerations for Using Content from External Sources in Email Templates and mentioned in below article there are details specific to EmailTemplate but applies in this scenario as well.

https://help.salesforce.com/articleView?id=creating_emailtemplates_cut_n_paste.htm&type=5

Below are the workarounds which you can utilise to avoid this issue:

- If you’re copying from Microsoft Word, turn off the AutoFormat function or undo the automatic formatting as it occurs.
- Use a text-only editor such as Microsoft Notepad (for PCs) or TextEdit (for Macs) in plain text mode to strip out unwanted characters. Copy the content from your source, paste it into the text-only editor, copy it again, and paste it into your template.
- Raise support case to increase the email body clob size limit from 32K
- Switch to Classic for the time being to send emails

Reported By (131)

Steve Brooke Islam Aboulatta Aishwarya TK MuraliThathachari Brianne Lynds Simon Kinder Dominik Hennings Marine Valache Ryan Baronda Barri B Daniel Lussier Fabio Garavello Erico Ferreira Michelle Morris Christian Tharp Christina Moseley Kristina Dillon Melanie Harrison Teresa Stoll Robin Koch Charly Martin Andy Haas Laura McCabe Surendranath Choudari Ponnaganti Jon Rolph Brandon Celestino Carreon David Spell Stefanie Rankl Robert Zellner Samantha Lo Admin User Katie Smith Hopi Hathaway Sara Knetzger Yassine ELQANDILI ☁ SalesForce Administrator Vamsee Peddireddi Lauren Swenson Everis Admin eadmin Marli McElroy Joenes Haia Chabir Ahamed MOUHAMAD Kevin Weil Florian Jouan Mohammed Ghanine Raven Agape Koen De Wulf Brendan Hodel Ash Basnyat Soumya Agarwal Jonathan Lester Benjamin Hogan Ashley El Rady Anthony Bryant Zakaria Aoujil Greg Sullivan Keith Schwartz John Ellison Blake Pogrant Becky Delcourt Katie B Maryia Amrez Wayne Cowan Navita Anand Amanda Buchan Christopher Saul Dominik Skoczylas Chetan Gupta Taylor Swafford Salesforce Admin Puck van den Brink Jordan Kollar Sameh Emghaoech Tim Kitzing Lindsay Bezaire Erik Emri Jonathan Floyd Venkat Adhmanapa Dani Erker Tara Hackenberg LeighAnn Mountcastle Phil Sherwood Anthony Austin Keith Hottle Cristina Ramon Dominique Bastien Thomas Froment Jorge Romero Maria D'Agostino Umesh Puppala Cody L. Finchum Tanya Salas Jay Lammers Kristen Campbell Joe Jung John Gunnip Angela Frantz Reading Truck Group Priyanka Proddaturi Bailey Burnside Swapnadip Chakraborty George Dimopoulos Raphael Benizri Becci Goodwin Lynsey Denman Teri Birkey Luke Cortright Jennifer Herlache Adrian Morgan Briana E Gearty Michael Uy Richard Maddocks Lyndsay Gleaves Lana Hutchinson Robert Chen Kirstin Gleeson Tim Wallace Mike Driscoll Jared Steiner Katie Gutrich Jeff Dudley Jaime Blalock Donna Heyvaert Marta Kowalczyk Tech Team Janette St. John Sarah Orsi David N Elana Schlossberg Karla Goodman Rebekah Castillo Luciano Castro

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