This article was previously published under Q290800
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You send a custom mail message form over the Internet using an Internet Service Provider (ISP), or an Internet Mail Service on a Microsoft Exchange Server computer, but the custom form is not preserved when the recipient receives it.
Outlook custom forms are stored in a rich text format (RTF), so if the item encounters anything during the transmission process that does not support RTF, the form definition is lost.
NOTE: This requirement is not related to the format of the mail message. This applies to custom mail message forms where the body of the message is formatted for plain text, Microsoft Outlook Rich Text, or HyperText Markup Language (HTML).
To send forms over the Internet, you must enable the Send form definition with item option in the form. Even if you publish the form in two separate organizations and choose to not send the form definition with the item, the message class field is stripped, and therefore, the message opens as a standard mail message when it is received. For additional information about message class fields, click the article number below to view the article in the Microsoft Knowledge Base:
290659 OL2002: How to Update Existing Items to Use a New Custom Form
In addition to enabling the Send form definition with item option, also take the following information into account:
If you are sending through a Microsoft Exchange Server Internet Mail Connector, the connector must be configured to support Transport Neutral Encapsulation Format (TNEF), which encapsulates the rich text. Contact your Exchange Server administrator to see if this can be done.
If you are sending to contacts that are in your Outlook Address Book, or Contacts folder, be sure that Outlook is set to send rich text to the recipient. To do this, open the contact and then double-click the e-mail address. Set the Internet format setting to Send using Outlook Rich Text Format option.
If Outlook is configured for an Exchange Server and you are using the Personal Address Book as your address book, enable the Always send to this recipient in Microsoft Outlook rich-text format option. To access this option, open the address book, and double-click the recipient's name to access the properties of the recipient.
If the custom mail message is being transferred by one or more ISPs, you must ensure that those providers are not stripping rich text, or TNEF, information from the message.
For additional information about how message formats may be affected when sent over the Internet, click the article number below to view the article in the Microsoft Knowledge Base:
290809 OL2002: How Message Formats Affect Internet Mail
For additional information about available resources and answersto commonly asked questions about Microsoft Outlook solutions, click the article number below to view the article in the Microsoft Knowledge Base:
287530 OL2002: Questions About Custom Forms and Outlook Solutions