What’s happening?
When copying text from a Word template into a CRM email message, the formatting, including hyperlinks, images, and other text formatting, is lost. The pasted content appears as plain text without the original formatting.
Reason:
This was identified as a system-level or Word application issue rather than a Dynamics 365 issue. Specifically, the Word application was only allowing content to be copied in plain text format, causing the loss of hyperlinks, images, and other formatting when pasting into CRM or other applications like OneNote.
Resolution:
To isolate and confirm this, perform the following steps:
Attempt to copy and paste the same content from the Word document into another application such as OneNote or Teams chat. If the formatting is also lost in these applications, it confirms the issue is not specific to Dynamics 365 but rather a general copy-paste or Word application issue.
As a workaround, use the Word web application instead of the desktop Word application. It was confirmed that copying and pasting content from the Word web app into CRM email messages or OneNote retains the original formatting, including hyperlinks and images.
For a permanent resolution, contact your Office 365 support team to investigate further or open a new support ticket directly with the Office 365 team, as the issue is outside the scope of Dynamics 365 support.