The following limitations apply to email discussions. You initiate a discussion when you send an email to an email account that is associated with a case type.
Customers who do not have an operator ID in your application do not receive emails when a user posts a top-level message to Pulse in a case.
Top-level messages are independent from comments and replies to an existing Pulse message.
Customers who have an operator ID in your application must set their notification preferences in an end user portal to enable instant notifications.
Otherwise, they do not receive emails when a user posts a comment, message, or reply to Pulse in a case.
Email notifications include attachments only when a user comments or replies to an existing Pulse message.
When an incoming email message contains more than one attachment, only one attachment is displayed in the Pulse message.
You can open the case to access all attachments.