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
Go to the Services work center.
- Go to the Tickets view.
- Open ticket XXX (XXX represents the ID of the ticket).
- Go to the Interactions tab.
- Reply an e-mail with an embedded image.
- 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.
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