While e2a supports Arabic characters when composing emails, the issue happens when Salesforce actually sends the email. Salesforce applies a character encoding setting for outbound emails — and if that encoding doesn’t support Arabic, the text is converted to "?", so the Arabic characters are lost in the sent email.
e2a allows you to write and view Arabic text inside Salesforce, and the app itself supports Arabic characters in the email body. However, when Salesforce sends the email on behalf of e2a, it uses the Salesforce email encoding configured for that user or template. If the encoding is a Western character set (like ISO-8859-1 / Latin-1), it cannot represent Arabic characters. As a result, Salesforce replaces unsupported characters with "?".
To ensure Salesforce preserves Arabic characters when sending:
Click your user avatar (top right in Salesforce).
Go to: Settings → My Personal Information → Advanced User Details
Click Edit
Change Email Encoding to: Unicode (UTF-8)
Click Save
UTF-8 supports all major languages, including Arabic.
When Salesforce sends emails using UTF-8 encoding, the recipient sees the original Arabic characters instead of "?".
This setting is per user — each sender who needs to send Arabic text must update their encoding.
Admins can also mass-update user encodings via Data Loader if needed.
Check your email templates as well — some templates include an encoding property that must also be set to UTF-8.
Please contact support@ortooapps.com for any questions.