Genesys Cloud - Main

We are preparing to migrate customer email into PureCloud and I've run into a bit of a snafu. With our current ACD email platform, agents copy and paste various 'frequently used sayings' from a One-Note library into their emails, and are able to edit the text as needed. I'm finding that if I copy/paste text - even if it is just text - from One-Note into a PureCloud email, it pastes it as an image. This makes for weird formatting, prevents agents from being able to edit the text, and is all-around undesirable.

In the browser version of PureCloud, there is a 'paste as text' option from Chrome that gets around this, but my agents use the PureCloud desktop app.

I realize an alternative would be canned responses, but the collection of these frequently used sayings is quite vast and recreating them all by the time we implement is simply not realistic. There are some additional challenges in going that route because of the all or nothing permissions of editing canned responses (rather than it being library-based), as different agents maintain different libraries but should not have edit rights to them all.

Wondering if anyone else has encountered this and/or if anyone has ideas, suggestions, etc.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

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Emily Kammerer
Ascendium Education Group, Inc.
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@Emily Kammerer I finally got around to looking at it...in the Desktop app you can use CTRL-Shift-V (the keyboard shortcut for Chrome) to paste as plain text into  ​the email field.

The Desktop app is based on Chromium, so Chrome keyboard shortcuts in general should work in that interface.

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-20-2020 09:10
From: Emily Kammerer
Subject: Email - Pasting from One-Note

We are preparing to migrate customer email into PureCloud and I've run into a bit of a snafu. With our current ACD email platform, agents copy and paste various 'frequently used sayings' from a One-Note library into their emails, and are able to edit the text as needed. I'm finding that if I copy/paste text - even if it is just text - from One-Note into a PureCloud email, it pastes it as an image. This makes for weird formatting, prevents agents from being able to edit the text, and is all-around undesirable.

In the browser version of PureCloud, there is a 'paste as text' option from Chrome that gets around this, but my agents use the PureCloud desktop app.

I realize an alternative would be canned responses, but the collection of these frequently used sayings is quite vast and recreating them all by the time we implement is simply not realistic. There are some additional challenges in going that route because of the all or nothing permissions of editing canned responses (rather than it being library-based), as different agents maintain different libraries but should not have edit rights to them all.

Wondering if anyone else has encountered this and/or if anyone has ideas, suggestions, etc.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Thank you @George Ganahl! This will prevent some very serious freak-outs from my agents :)​

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Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 01-29-2020 16:27
From: George Ganahl
Subject: Email - Pasting from One-Note

@Emily Kammerer I finally got around to looking at it...in the Desktop app you can use CTRL-Shift-V (the keyboard shortcut for Chrome) to paste as plain text into  ​the email field.

The Desktop app is based on Chromium, so Chrome keyboard shortcuts in general should work in that interface.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-20-2020 09:10
From: Emily Kammerer
Subject: Email - Pasting from One-Note

We are preparing to migrate customer email into PureCloud and I've run into a bit of a snafu. With our current ACD email platform, agents copy and paste various 'frequently used sayings' from a One-Note library into their emails, and are able to edit the text as needed. I'm finding that if I copy/paste text - even if it is just text - from One-Note into a PureCloud email, it pastes it as an image. This makes for weird formatting, prevents agents from being able to edit the text, and is all-around undesirable.

In the browser version of PureCloud, there is a 'paste as text' option from Chrome that gets around this, but my agents use the PureCloud desktop app.

I realize an alternative would be canned responses, but the collection of these frequently used sayings is quite vast and recreating them all by the time we implement is simply not realistic. There are some additional challenges in going that route because of the all or nothing permissions of editing canned responses (rather than it being library-based), as different agents maintain different libraries but should not have edit rights to them all.

Wondering if anyone else has encountered this and/or if anyone has ideas, suggestions, etc.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Hi Emily,

Happy Thursday!

Your question was discussed in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!

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Cole Callahan
Genesys - Employees
Online Community Coordinator
------------------------------

Original Message:
Sent: 01-20-2020 09:10
From: Emily Kammerer
Subject: Email - Pasting from One-Note

We are preparing to migrate customer email into PureCloud and I've run into a bit of a snafu. With our current ACD email platform, agents copy and paste various 'frequently used sayings' from a One-Note library into their emails, and are able to edit the text as needed. I'm finding that if I copy/paste text - even if it is just text - from One-Note into a PureCloud email, it pastes it as an image. This makes for weird formatting, prevents agents from being able to edit the text, and is all-around undesirable.

In the browser version of PureCloud, there is a 'paste as text' option from Chrome that gets around this, but my agents use the PureCloud desktop app.

I realize an alternative would be canned responses, but the collection of these frequently used sayings is quite vast and recreating them all by the time we implement is simply not realistic. There are some additional challenges in going that route because of the all or nothing permissions of editing canned responses (rather than it being library-based), as different agents maintain different libraries but should not have edit rights to them all.

Wondering if anyone else has encountered this and/or if anyone has ideas, suggestions, etc.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------