How to Fix Missing “Description/Email Body” Field in Dynamics 365 Email Form Using Rich Text Editor Control

In one of our recent Dynamics 365 support cases, a client reported that they were unable to view the Description field in the Email form — specifically the area used to compose the email body.

Although the Description column was already present on the form, the email body section was not appearing as expected. After several rounds of troubleshooting and verification, the root cause was identified: the Rich Text Editor Control was not added/configured for the Description field.

Issue Observed

Users were unable to view the email body section in the Email form in Dynamics 365, even though the Description field was already present on the form, not hidden, and security roles were configured correctly.

*Fig 1:* *Email form where the Description/email body section not visible to users.*

Root Cause

The issue occurred because the Rich Text Editor Control was not added to the Description field in the form configuration.

Without this control, the Description field may not render properly as the email body editor in the Email form.

Resolution Steps

Open the Email main form and select the Description field.
Under the field properties, navigate to Components and add the Rich Text Editor Control.
Save and publish the changes after enabling the control for the required devices (Web/Phone/Tablet).