Are you working on Cases in Salesforce and having a hard time finding the right attachment in the ever-growing list of Files? Then you are likely a victim of an email-to-case ping-pong dilemma.
How Inline Images Become Attachments
Every image within an email (these images are called "inline images") is converted by Salesforce into an attachment. Now imagine your customer sends you an email where their email signature contains a company logo and two icons for their social media profiles. That's already 3 images that become attachments.
Now you respond to the customer, and your email also contains a banner in the signature. That email contains 4 images, which are then attached to the case in addition to the 3 that were already there.
Total attachment count: 7.
The Multiplication Effect
The customer replies again and includes another email signature. That email contains 7 images. Combined with the 7 already on the case, you now have a total of 14 attachments.
As the emails go back and forth, this quickly multiplies and stacks up.
The Solution
So there you have it: the reason for that crowded files list is the flood of inline images in emails. And that one relevant PDF you were actually looking for has now become the needle in the haystack.
But don't worry: we've got you covered. In another blog post, we'll explore the options you have to tackle this problem. (Hint: the best option is to install Image Sorter for Salesforce. It will automatically remove those image spam for you.)
You got this! 💪
