3807848 - Online content pasted into C4C email editor loses formatting

When content is copied from web pages or Word Online and pasted into the TinyMCE editor (from the ticket Timeline), the formatting is not preserved. You may notice for example:

• Grey bars/blocks appear at the end of statements after pasting.
• Numbered lists and bullet points may be preserved, but other formatting elements are inconsistently retained.
• Content structured as multiple paragraphs in Word Online appears differently in the editor (paragraph separation/layout changes).
• The overall layout and formatting of the pasted content do not match the original Word Online document.

Pasting the same content from the Word desktop application for example retains formatting as expected.

SAP Cloud for Customer

1. Navigate to Service → Ticket.
2. Open a ticket.
3. Go to the Timeline or Interaction tab.
4. Click New Email.
5. Open the required response/template in Word Online or open another website.
6. Copy the content.
7. Paste the copied content into the Email Editor.
8. Observe that formatting and layout differ from the original and grey blocks may appear.

Formatting handling varies between applications; content pasted from different websites like Word Online may not be fully interpreted by the TinyMCE-based C4C email editor, leading to artifacts (such as grey blocks) and formatting loss.

TinyMCE is a third-party component and the handling of Word Online formats cannot be directly controlled within C4C. Unfortunately we cannot accommodate the formatting from Word Online from C4C side.

As a workaround for Word Online, copy the content from the Word desktop application and paste it into the C4C email editor to better preserve formatting. 

refer to: Paste Table From Excel In C4C Does Not Keep Formatting

c4c email editor, tinymce, paste, copy paste, word online, formatting not preserved, formatting loss, grey bars, grey blocks, bullet points, numbered lists, paragraph spacing, layout mismatch, service ticket email, timeline email , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Known Error