Feedback on the new feature for retaining the background colour of copied textAbgeschlossen
We've recently became aware of a new feature which retains the background colour of any copied text when pasting it into a public reply. Unfortunately, this new feature is creating extra work for us when writing out a customer reply.
As a training strategy for new starts in the team, we encourage them to write out draft email responses and send them as an internal note so that they can be reviewed by a more experienced member of the team, who can then provide suggestions before the email is sent. However, with the new feature, when the agent copies and pastes the text into the public reply field, the yellow internal note background colour is applied to the text. This means the user has to do some extra editing to remove this formatting before sending off the email.
We are aware of other ways to paste text into the field to prevent the background formatting from being applied (e.g. using Shift+Command+V), however, this removes all formatting that may have been applied to the draft email (e.g. any bold or italic text, and any links applied to the text) which also will require the user to go through the email and re-apply their formatting.
We would prefer if this feature was an optional setting, so that we could use the original process of having background colours removed when pasting in text, as the new feature is negatively impacting the use of the product for our team.
We have released a fix for the issue you were experiencing with the color text and background color text feature release. We now no longer retain colors on copying & pasting text.
If you would like to use this feature but were unable to because of the regression, you can now enable it again in your settings. Thank you! Please let us know if you have additional feedback.
Hello Katie - Thank you for providing feedback. We appreciate having a deeper understanding of your workflow and how this feature is impacting your productivity.
This feature is behind a setting in the admin center and you can choose to disable it.
Please go to admin center, and then "Settings" under "Objects and rules". You'll see "Turn on color text". If you choose to disable this setting, you will not see an option to change the color of the text and add background color to a text in the text formatting toolbar. Additionally, text colors and background colors will not be retained on copy-paste.
Hope this is helpful! Please let us know if you have any questions.
Hi Amisha, thank you so much for your reply! We have now disabled that setting and text is now pasting in without the background colour.
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