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.
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