Composer and Text Editor Interface Overview

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

Email interface showing recipient, subject, and message about finding shoes.

  • [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

Toolbar displaying text formatting options like bold, italic, and alignment features.

Text Editor Feature

Functionality

Text Editor Notes

Text Editor Notes

[A] Text Size

Change the size of the composed text

  • Supports four text sizes: small, medium, large, huge

  • When pasting text, it will attempt to match the text size to our closest text size

  • Reference Answers, Email Answers

[B] Text Color

Change the color of the composed text

Adjust text alignment to be left, center, or right justified

  • Email

  • Notes

  • Tasks, Task Comments

  • Reference Answers, Email Answers

[C] Bold, Italic, Underline

Bold, italicize and

underline composed text

  • No additional note

  • Email

  • Notes

  • Tasks, Task Comments

  • Email Answers, Reference Answers, Public Answers

[D]  Bullets, Numbered Lists

Create lists using:

• bullets

1. numbers

  • No additional note

  • Email

  • Notes

  • Tasks, Task Comments

  • Email Answers, Reference Answers, Public Answers

[E] Text Alignment (left, center, right, justification)

Adjust text alignment to be left, center or right justified

  • No additional note

  • Email

  • Notes

  • Tasks, Task Comments

  • Reference Answers, Email Answers

[F] Hyperlink Text

Allow a word/sentence to be clickable to direct to another page or document

  • URLs sent to Customers using the full format (i.e., http://www.google.com) are clickable in chat.

  • Email

  • Notes

  • Tasks, Task Comments

  • Email Answers, Reference Answers, Public Answers

[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)

  • Placeholders have to be manually filled in by the Agent before sending

  • Pressing the tab  key while focused on a placeholder will focus on the next placeholder.

  • Email, Chat, SMS

  • Notes, Tasks

  • WhatsApp

[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.

  • Created in Answers (Reference, Email, and Messaging) and will auto-populate in all Composers.

  • Variables in Answers will auto-populate with Customer and Agent specific information (e.g., Agent or Customer name)

  • If variable data is missing (e.g., missing Customer name, the default value of the variable is used)

  • If variable data is missing and there is no default value configured, the Agent will have to fix the variable.

  • Email, Chat, SMS

  • Notes, Tasks

  • WhatsApp

[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.

  • Reference Answers

[J] Emojis

Insert Emojis 😎

  • Most frequently used emojis (based on usage specific to the browser) appear in the top section of the emoji menu

  • We display the Emoji 5.0 set in the Gladly emoji picker https://emojipedia.org/emoji-5.0/

  • Emoji 5.0 emojis are supported in:

    • Microsoft Windows 10 v1709+

    • Apple MacOS High Sierra 10.13.1+

    • Apple iOS 11.1+

    • Google Android "Oreo" 8.0+

    • SamsungOne

    • UI 1.0+

    • Experience 9.0+

    • WhatsApp 2.17+

  • Reference Answers, Email Answers, Public Answers

  • Email

  • Notes

  • Tasks

[K] Table

Insert table

  • Create up to 6 rows and columns

  • Insert more rows and columns by clicking on the icon and selecting "Insert..."

  • Reference Answers

[L] Text Highlight

Highlight a word or sentence

•Available for use inside a Table only.

  • Reference Answers

[M] Inline Image

Insert an image for visual support

  • Reference Answers

  • Public Answers

  • Email Answers

[N] Attachment

Attach a downloadable document that Customers or Agents can download

  • Attachments can be drag-and-dropped into the Composer.

  • When using an Answer with an attachment, the attachment will be added to the Composer.

  • Limited to 15MB per attachment.

  • Email, Chat

  • Notes, Tasks

  • Reference Answers, Email Answers

[O] Indentation

Indent a text or sentence to increase the margin at the beginning of the line

  • Pressing tab does not indent

  • Pressing backspace does not unindent

  • Indentation buttons will indent the entire line

  • From an indented line, pressing enter will create a new line that is at the same indentation.

  • Email Answers

Additional editor features

Other Text Editor Features

Function

Additional Notes

Available In

Greeting Suggestion

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.

  • Complicated HTML structures or items that require more infrastructure (images, tables) are not supported

  • Support is based on well-formatted HTML

  • Basic tags and formatting are supported

  • Email

  • Notes, Tasks

  • Reference Answers, Email Answers

Paste Attachments

Use 'Ctrt-V' or 'Cmd-V' to paste attachments/images to Composer.

Messaging only