SAP Knowledge Base Article - Public

3464218 - Emails Sent from Agent Desktop Not Appearing in Customer Hub Timeline


Emails sent out from Agent Desktop/Console are not shown in the Customer Hub timeline.


  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0
  • SAP Cloud for Customer
  • Agent Desktop (Add-On)

Reproducing the Issue

  1. Navigate to the Agent Desktop.
  2. Confirm a customer.
  3. In the Customer Hub, click on "Message" -> "Email".
  4. Enter a destination email in the "To" field and fill in the subject and body.
  5. Click the "Send" button.
  6. Now, check the timeline to verify if the email appears.


  • Missing configuration
  • Incorrect customer expectation


  1. Ensure that the email address is associated with an existing entity in the system, such as a Contact or Employee.
  2. Verify that the email address appears in the search results of the Agent Desktop (AD).
  3. If the email address is not found, add it to the relevant entity's master data to ensure proper interaction creation.


Interaction, Email Address, System Master Data, Agent Desktop, Contact, Employee, Search Results, Entity, Maintenance, AD, Agent Desktop, Email, Service Cloud V2, Add-On, Side-By-Side , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , CEC-CRM-TIM , Timeline for SAP Sales/Service Cloud , CEC-CRM-AD , Agent desktop - live channels , Problem


SAP Cloud for Customer core applications 2402