3799619 - Outbound email not visible in case email list until manual refresh

• After sending a reply email from a case, the outbound email does not automatically appear in the case’s email list/timeline.
• The new email often only appears after performing a manual page refresh.

SAP Service Cloud Version 2

1. Open a case that contains an email conversation.
2. Send a reply email from within the case.
3. Observe that the newly sent email does not appear in the email list/timeline without manual refresh.

By design, the email list/timeline in the case does not auto-refresh after sending an outbound email; a manual refresh is required for the latest email to appear.

1. After sending a reply email from a case, manually refresh the page to update the email list/timeline and view the newly sent message.
2. If auto-refresh functionality is desired, submit an idea request via the Customer Influence program: use the link in the See also section.

refer to: Customer Influence: Service Cloud Version 2 campaign

outbound email not visible, email timeline delay, case email list, manual refresh required, email not auto-refreshing, agent desktop, service cloud v2, reply email missing, timeline not updating, unrelated emails shown, refresh needed, expected behavior, email list refresh, case communication timeline , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem