3635923 - E-mail Template does not preserve Rich Text Format for KUT fields

The e-mail Template used in Opportunities does not consider the format of KUT field of type "Formatted Text (Rich Text)". 

SAP Cloud for Customer

1. Go to Sales > Opportunities.
2. Open the desired Opportunity.
3. Go to Activities tab.
4. On E-Mails section click New button.
5. Click on the button to add a template.
6. Select the desired template.
7. Notice that the field KUT field shows the value differently than expected, for example in the same line within the Editor. While the expectation is that the values would be, for example, in different lines.

The specific issue scenario can vary, but the main point is that the KUT field used in template does not respect the Formatted Text (Rich Text).

The content not being preserved when the field is inserted into e-mail templates is due to a standard behavior in C4C. 

The e-mail templates do not support rendering HTML content from Rich Text fields. Specially when placeholders are used in the template, the system only extracts the plain text version of the field, stripping out all formatting, including line breaks.

C4C stores the content of KUT fields of type Formatted Text (Rich Text) in HTML format in the database. The field retains its formatting using standard HTML tags.

The root cause of the issue lies not in how the data is stored but in how e-mail templates handle dynamic content placeholders. When placeholders are used in document-based or e-mail templates, the system extracts only the plain text value of the field.

During this process, all HTML tags—including line breaks, paragraphs, and formatting—are stripped out. It does not interpret or render HTML from Rich Text fields when merging dynamic content. Although the backend stores the data as HTML, the template merge logic is designed to ignore HTML for consistency and security reasons, particularly in contexts like e-mail generation, where rendering raw HTML could cause formatting issues or introduce security risks. 

This is the expected system behavior.

As a workaround, it is possible to implement custom logic using custom implementation to convert the rich text into HTML format (e.g. replacing line breaks with <br> tags) and store the result in a separate field that can be used in the e-mail.

If only basic formatting such as line breaks is needed, switching to a Long Text field may help retain some structure. For more advanced scenarios, creating  fully custom HTML e-mail templates and populating them with backend enhancements is also an option. If preserving Rich Text formatting in e-mail templates is a critical requirement. For that, please refer to an Implementation Partner.

Alternatively, please create a new request in the Influence Channel.

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