Hey there,
Sorry for the late reply on this one. Since the rollback, I can't go and see what the emails did look like, but basically, it looked all double-spaced.
One issue that seems to be happening is that the notes section, there are two little, what I would call, errors.
1 - If you go into the notes section and start typing straight away, it deletes the note that you have typed in. And need to start again (usually only one or two words) so just a minor annoyance but can lead to loss of productivity
2 - If you are writing notes on a chat for example, and then a new chat comes in, it deletes ALL the notes you have written in that part. For example, a number of my agents have been typing lengthy notes throughout a call, and then a new chat comes in, they answer it and go back to find all their notes lost.
One other thing with the emails is that we are getting a number of complaints that when agents are typing, the email editor keeps going back to the start of a line, and won't let them type normally at all. Hard to explain and happy to upload a video of what is happening if that helps but also wanted to know if anyone else was having issues like that?
Do you know if anyone else is experiencing this issue at all ?
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Lawrence Drayton
OVO Mobile (My Mobile Data)
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Original Message:
Sent: 07-16-2018 11:01
From: Lucie DeCristofaro
Subject: HTML Email Editor
Thank you for the feedback. We have turned off the new feature until the fixes for the spacing issue and any other issues are available. Each agent may need to refresh their browser or desktop in order to start using the old HTML editor.
We already have a fix for the spacing issues in your development environment. If you could send me examples of responses you had the most trouble with, I can recheck to make sure our fix covers all the issues.
@Lawrence Drayton I have not been able to reproduce the issue mentioned related to links. When I try it, the customer receives a link that has a different color as you would expect. It's likely related to a browser and email client combination. Would you be able to send me details on what browser and email client you were using so we can make sure this is addressed?
If anyone is interested in having early access to the new HTML editor either now, or after the fix for the spacing issue makes it to production, let me know. We are expecting the fix to be available in production on Saturday in our regular UI release, however the timing of the UI release may change.
As a separate feature, we are working on the ability to insert images into email. This currently is slated to be released later this summer.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 07-16-2018 01:10
From: Jason Pratt
Subject: HTML Email Editor
Can Genesys please roll the update back while you investigate a fix?
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Jason Pratt
Noosa Shire Council
Original Message:
Sent: 07-15-2018 20:31
From: Lawrence Drayton
Subject: HTML Email Editor
Yeah,
I am having the same issue. All of our canned responses are not formatting correctly now. Spacing is all off, and links are not coloured to indicate it's a clickable link to customers when they receive it. Looking in the canned responses, they look correct but when you put them into an email it messes it all up.
A full HTML editor would be great - ie having signatures etc inserting pics.
Do we know when this will be fixed up?
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Lawrence Drayton
OVO Mobile (My Mobile Data)
Original Message:
Sent: 07-13-2018 10:29
From: Braiden Woodward
Subject: HTML Email Editor
The release has caused many canned responses to no longer format correctly and also copy and pasting no longer works.
Original Message:
Sent: 07-13-2018 01:57
From: Lucie DeCristofaro
Subject: HTML Email Editor
Thank you for the feedback. We are looking into it.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 07-12-2018 02:26
From: Peter Leong
Subject: HTML Email Editor
After this week's update, the email editor has upgraded to a HTML email editor. however, i found when we press "Enter" it would make a new paragraph and the line spacing is too large. i am not sure if anyone have other way to make "CR" after pressing "Enter".
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Peter Leong
ITApps Limited
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