Composition Screen and Text Editor Overview
  • 30 Aug 2022
  • 4 Minutes To Read
  • PDF

Composition Screen and Text Editor Overview

  • PDF

The Composition Screen and text editor features are found on Customer Profiles and the Answers page. It's used for:

  • Communicating with Customers.
  • Formatting replies (e.g., emails) to Customers.
  • Creating and formatting Notes and Tasks.
  • Creating and formatting Answers (Reference, Email, Messaging, Public).

  • [A] – Composition Screen
  • [B] – Text Editor Toolbar

A - Composition Screen

This is the area where you compose your SMS, email, Tasks, etc., for your Customer. Answers also have an area to compose text. 

B - Text Editor Toolbar

Used to format text in Answers, Notes, Tasks, and Emails. The text editor toolbar gives additional choices to format your text. 



Text Editor FeatureFunctionalityText Editor NotesAvailable In
[A] Text SizeChange 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
  • Email
  • Notes
  • Tasks, Task Comments
  • Reference Answers, Email Answers
[B] Text ColorChange the color of the composed text
  • Supports six colors
  • With the cursor on an unsupported colored text, the color picker will reflect incompatible color, but the Agent won't be able to apply the color to other text
  • Email
  • Notes
  • Tasks, Task Comments
  • Reference Answers, Email Answers, Public Answers
[C] Bold, Italic, UnderlineBold, 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
  • Email Answers, Reference Answers
[F] Hyperlink TextAllow a word/sentence to be clickable to direct to another page or document
  • Email
  • Notes
  • Tasks, Task Comments
  • Email Answers, Reference Answers, Public Answers
[G] PlaceholderIndicates what specific information must be provided. If the place holder 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 tab while focused on a placeholder will focus on the next placeholder
  • Email, Chat, SMS
  • Notes, Tasks
  • Twitter, WhatsApp, Messenger
[H] VariableAutomatically populate information based on the variable. If the variable = "Agent's Name," then Gladly will automatically insert the name of the Agent
  • Created in Answers (Reference, Email, and Messaging) and will auto-populate in all Composition Screens.
  • 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
  • Twitter, WhatsApp, Messenger
[I] Reference LinkSearch and link to another Reference Answer.
  • With the Answer panel open and an Answer selected, pressing Enter inserts the Answer.
  • Reference Answers
[J] EmojisInsert 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+
      • Samsung
        • One UI 1.0+
        • Experience 9.0+
      • Twitter Twemoji 2.3+
      • WhatsApp 2.17+
  • Email, Chat, SMS, Twitter, WhatsApp, Messenger
  • Notes
  • Tasks, Task Comments
  • Reference Answers, Email Answers, Public Answers, Messaging Answers
[K] Table
InsertTable


  • Create up to 6 rows and columns
  • Insert more rows and columns by clicking on the icon and selecting "Insert..."
  • Reference Answers
[L] Text HighlightHighlight a word or sentence
  • Available for use inside a Table only.
  • Reference Answers
[M] Inline ImageInsert an image for visual support
  • Reference Answers
  • Public Answers
  • Email Answers
[N] AttachmentAttach 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
  • Email, Chat
  • Notes, Tasks
  • Reference Answers, Email Answers
[O] Block QuotesHighlight parts of your text by using block quotes
  • Pasting multi-line content in a quoted block makes it all quoted
  • Pressing enter in quoted block results in a non-quoted new line
  • Pressing shift-enter in quoted block results in a quoted new line
  • Email
  • Notes
  • Tasks, Task Comments
[P] Indentation
Indent a text or sentence to increase the margin at the beginning of the line


This is an indented sentence.

  • 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
  • Notes
  • Tasks, Task Comments
  • Email Answers
Other Text Editor FeaturesFunctionalityAdditional NotesAvailable In 
Auto-CapitalizeAutomatically capitalize the first letter of a sentence or the first letter of a word after a period


  • Email, Chat, SMS, Twitter, WhatsApp, Messenger
  • Notes, Tasks
  • Reference Answers, Email Answers, Public Answers, Messaging Answers
Auto-CompletePredictive text suggestions while typing which can be accepted or ignored
  • The suggested text will appear as a light gray text — press tab to accept or keep typing to ignore
  • Email, Chat, WhatsApp, SMS, Twitter
Auto-SuggestPredictive text suggestions before typing and can be accepted or ignored
  • The suggested text will appear as a light gray text — press tab to accept or keep typing to ignore
  • Chat, SMS, WhatsApp, Messenger, Twitter
Pastable HTMLCopy 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




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