---
schema_version: "1"
id: 4d67c1525ff6e6cdde993286f8a89ec46721dfed4029132ccc1b8bd1a58e3a2c
title: Attach Images and Files to Emails in the Salesforce Classic Case Feed
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_interaction_attaching_files_to_email.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_interaction_attaching_files_to_email.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a73b45dcbb5120b99fa99155e6d2b4eae1ec9827c560b806724fbce79dc822f5
description: Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text.
products:
  - Service Cloud
release: "264"
---
# Attach Images and Files to Emails in the Salesforce Classic Case Feed

Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d150115e60">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150115e60 ">To send emails with attachments or inline images:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150115e60 ">Send Email</td>

          </tr>
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For example, if you're working on a case that requires a customer to try a few different solutions to resolve an issue, attach a how-to video or a document with multiple sets of detailed troubleshooting steps. If the customer must carefully follow a particular set of troubleshooting steps, use inline images after each step in the message body.

- To add an inline image, click ![Mountain icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/case_interaction/insert_image.jpg) in the toolbar of the Case Feed email publisher and upload or link to the image you want. Each image you embed must be no larger than 1 MB, and in .png, .jpg, .jpeg, .jpe, .jfif, .pjpeg, .bmp, or .gif format. The total size of your email message, including images and text, can be no more than 12 MB.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note Use the rich text editor in the email publisher to embed images. You can't embed images in plain text messages.
- To attach files to an email, click **Upload files** to choose a file from your computer or Salesforce, or to use a file that's already attached to the case, or drag files to the attachments area at the bottom of the email publisher. You can attach up to a total of 10 MB to each email message. Salesforce supports all file types. Drag-and-drop functionality isn't supported on Microsoft Edge and is available only on browsers that support HTML5.
- Click **Files:** to see a list of the attachments you added.
- Click ![remove attachment icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_remove_attachment.png) next to an attachment to remove it.

When the recipient of your email views the message, any images you've embedded appear in the body of the email. If the total size of everything you've attached to the message is greater than 3 MB, all of the attachments appear as links, which the recipient can use to download the files. If the total attachment size is less than 3 MB, each file appears as an attachment.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png)

Example Suppose you're a service rep for an appliance company, and you're working on a case for a customer who's having trouble with the ice maker on her fridge. You could email the customer step-by-step instructions for troubleshooting the ice maker and include an image after each step, and could attach two documents: a PDF of the user manual for the fridge (a 2 MB file) and a list of maintenance tips to keep the fridge working well (a 10 KB file). When the customer receives the email, she sees:

- The images embedded in the body of the email message so she can refer to them one at a time as she works through the troubleshooting steps
- The user manual and list of maintenance tips as attachments to the message, as their total size is less than 3 MB

If you also attached a troubleshooting video (a 2.5 MB file), all three of the attachments appear to the customer as links, as the total size of all attachments is greater than 3 MB.

#### See Also

- [Send and Reply to Email in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5 "Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers.")
- [Find, Attach, and Email Articles with the Case Feed Articles Tool](https://help.salesforce.com/s/articleView?id=service.case_interaction_using_articles.htm&release=264.0.0&type=5 "Knowledge articles can help you solve cases more quickly by providing in-depth troubleshooting steps and other detailed information. Use the articles tool in Case Feed to search for articles relevant to the case you're working with, attach articles to the case, and email them to customers.")
- [Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_rich_text_editor.htm&release=264.0.0&type=5 "The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.")