The Composer and text editor features are found on Customer Profiles and the Answers page. It's used to:
Communicate with Customers.
Format text replies to Customers.
Create and format Notes and Tasks.
Create and format Answers (Reference, Email, Messaging, Public).
Composer interface
[A] Composer – Area to compose and edit messages, emails, Tasks, and Notes
[B] Text Editor Toolbar – Format text in Answers, Notes, Tasks, and Channel Composers. The text editor toolbar provides additional choices for formatting text.
Note – Tasks and Notes display the editor toolbar on the top-right area of the Composer.
Text editor interface
Text Editor Feature | Functionality | Text Editor Notes | Text Editor Notes |
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[A] Text Size | Change the size of the composed text |
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[B] Text Color | Change the color of the composed text | Adjust text alignment to be left, center, or right justified |
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[C] Bold, Italic, Underline | Bold, italicize and underline composed text |
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[D] Bullets, Numbered Lists | Create lists using: • bullets 1. numbers |
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[E] Text Alignment (left, center, right, justification) | Adjust text alignment to be left, center or right justified |
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[F] Hyperlink Text | Allow a word/sentence to be clickable to direct to another page or document |
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[G] Placeholder | Indicates what specific information must be provided. If the placeholder says [color], then it should be replaced with a color (e.g., blue) |
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[H] Variable | Automatically populate information based on the variable. If the variable = "Agent's Name," then Gladly will automatically insert the name of the Agent as shown in their Gladly profile. |
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[I] Reference Link | Search and insert a link to a Reference Answer. | Click +ref then start typing to search Reference Answers. Press return/enter to insert the Reference Answer. |
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[J] Emojis | Insert Emojis 😎 |
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[K] Table | Insert table |
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[L] Text Highlight | Highlight a word or sentence | •Available for use inside a Table only. |
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[M] Inline Image | Insert an image for visual support |
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[N] Attachment | Attach a downloadable document that Customers or Agents can download |
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[O] Indentation | Indent a text or sentence to increase the margin at the beginning of the line |
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Additional editor features
Other Text Editor Features | Function | Additional Notes | Available In |
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Predictive text suggestions before typing can be accepted or ignored. | The suggested text will appear as a light gray text — press the tab to accept or keep typing to ignore | Chat, SMS, social messaging | |
Pastable HTML | Copy and paste content (from Google Docs, Microsoft Word v16.38 - Mac, Microsoft Word v16.0 - Office, and semantic HTML) and retain the HTML structure of the content. |
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Paste Attachments | Use 'Ctrt-V' or 'Cmd-V' to paste attachments/images to Composer. | Messaging only |