C4C - Inserted Pictures scrapped in emails when replying/forwarding

[former_member555664]

Hello,

When an agent is responding/forwarding an email in C4C, the inserted pictures are automatically scrapped. Sometimes, the agent wants to forward a photo. So this is not convenient.

Is this a standard process or should I raise a ticket for SAP?

Best regards,

Maxime Sonnet

[sandeephebbar · Accepted solution]

Hi Maxime,

Yes, this is a standard process, you need to select “Load Inline Images” in response feeder while replying or forwarding emails. If this is not selected, images will not be shown under interactions nor in further email conversation

Please refer https://help.sap.com/viewer/637db7a0d01e47009d9420e9a927c571/1808/en-US/71b916d9b0ad4475bf9a895ee3d1...

Regards,
Sandeep

[tamitdassharma]

Hello maxime_sonnet

Considering your query, I assume that you mean the following scenario. When an agent clicks on reply/forward option and composes an email, the existing content images are being scrapped out. If this is the case then as mentioned by sandeep.hebbar2, the agents needs to make use of the "Load Inline Images" option in the response feeder.

But if the case is that an agent clicks on reply/forward option and composes an email, and inserts images in the current content (not the content to be forwarded or being replied on & also not an attachment), and on sending this email the ccurrent content images are scrapped out. You need to verify if this is happening with most of the agents with different business roles. Also you can check if this is happening for all communications to customer (different). Probably after you have these answers you can reach out to SAP for a further clarification.