Format Answers Using the Editor
  • 16 Feb 2022
  • 2 Minutes To Read
  • PDF

Format Answers Using the Editor

  • PDF

Gladly allows for some formatting when it comes to creating your Answers so you have control over how your Answers look, both to your Agents and your Customers.

For a complete breakdown of the Answers editor capabilities for each Answer type, please see Composition Screen Overview.

Formatting options for Answers

Reference and Email Answers support the following rich text formatting:

  • Bolding, italicizing, and underlining of text
  • Text color
  • Changing the size of text
  • Emojis
  • Adding numbered lists
  • Adding bullet points
  • Text alignment

Include an attachment 

  1. Click the paperclip icon at the top of the content box.
  2. You’ll be prompted to select a file from your existing folders. Double-click the file you want to add to your Answer. You can add as many attachments as you need, but a single attachment cannot exceed 10MB for an email, and the overall email shouldn’t exceed 25MB.
  3. Once you’re done with your Answer, click the Create.

Insert inline images 

Image feature is for Reference, Email, and Public Answers. 

  1. Click the image icon at the top of the content box.
  2. You’ll be prompted to select a file from your existing folders. Double-click the file you want to add to your Answer to insert the image.
    • Delete an image – Click the outer border of the image until a green box appears around it then hit the backspace/delete key.
  3. Once you’re done with your Answer, click Create.

Note that images can't be hyperlinked. We suggest adding text near the image and converting it as a hyperlink.

Supported file types

Answers support common image file types like jpeg, png, and BMP.

Image size limits

  • Public Answer – 5MB per image.
  • Reference Answer – Up to 10 images per Answer.
  • Email – Limited by the maximum email body size which is 25MB

Max number of images

  • Public Answer – Up to 10 images per Answer.
  • Reference Answer – Up to 10 images per Answer.
  • Email – Limited by the maximum email body size which is 25MB

Image dimensions

Answers inherit the file size of the image, so upload images with your preferred dimensions. We suggest testing to determine the best image size to use in an Answer.

As a general guideline, logos could be around 50px if used as part of an email signature. Larger images could be 100px or larger.

Insert a table 

The Table feature is for Reference Answers only.

  1. Click the table icon at the top of the content box.
  2. From the dropdown menu, select the number of columns and rows you want for your table. When selected, the cells will turn green. When you’re happy with the size of your table, click on the cell.
  3. A window will pop up with the table, ready for you to start entering your values. To add them, simply click into the cell you want to edit and start typing. You can also click on the Edit button on the top right of the window to add or delete rows and columns.
  4. You can also add color to your tables for both the text color and background color of your cells by clicking
  5. Once you’re done, click Save.

Hyperlinks are in Email, Reference, and Public Answers. While you can’t hyperlink text in your Message Answers or images in Public Answers, you can add the actual URL into your messages, and Customers can still click on them and be taken to the link.

  1. In the content box, type out the text you want to hyperlink.
  2. Highlight the text, then click the link icon at the top of the content box. Type the link address into the pop-up that appears, then click Add (located to the right of the pop-up.).



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