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Support Article

Email Listener not reading content of the email in proper format



It is observed that an Email Listener is not reading content of the email in the correct format. A user forwards an email which is consumed by the email listener to retrieve email body, which lacks text formatting and wraps the text data by removing new line characters.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create a Email Listener.
  2. ​Attach the receiving email file to a Case item.

Root Cause

A defect or configuration issue in the mail exchange server.


  1. Set the 'prefer -HTML' option in Email Service rule.
  2. Update Email Account Configuration Settings to 'Best Body Format'.

Suggest Edit

Published February 3, 2017 - Updated October 8, 2020

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