SAP Knowledge Base Article - Public

2602177 - Embedded Images Not Retained on Reply or Foward


When you reply an e-mail that has an embedded image or when you forward an e-mail that has an embedded image, the embedded image is not visible to the C4C user who is composing/sending the e-mail nor to the recipient of the e-mail once it has been sent and delivered.


 SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Services work center.
  2. Go to the Tickets view.
  3. Open ticket XXX (XXX represents the ID of the ticket).
  4. Go to the Interactions tab.
  5. Reply an e-mail with an embedded image.
  6. The image is no longer visible.


Inline images will not be continued in the e-mail chain on successive replies. Only web links get carried over in successive emails.


This is the system expected behavior.

See Also

SAP Help Portal - Outbound Inline Images for Email Channel


Inline; Embedded; Images; Reply; Forward; E-mail; Tickets; Interactions; , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions