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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Font in E-mail
Customer experience | Sales, Customer Insights,...
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Font in E-mail

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Posted on by LP-03122117-0 12

Hello everyone,

I'm experiencing an issue with fonts in Customer Insights - Journeys and I'm wondering if anyone has encountered the same behavior.

Scenario:

  • We use a Brand Profile with a custom font configured.
  • If I create an email from scratch directly in the email editor, the font is applied correctly and is preserved in the delivered email.
  • However, when I copy and paste content provided by our Marketing team into the email editor and then manually change the text to the desired font, everything looks correct in the editor.
  • The problem appears after sending the email. The delivered email no longer uses the selected font and instead falls back to a serif font.

Observations:

  • The font is correctly displayed in the editor.
  • The same font works without issues when the email is created from scratch.
  • The issue only occurs when content is copied from an external source and reformatted inside Customer Insights.

Has anyone experienced something similar?

Thank you for advise.

 

Categories:
Dynamics 365 Customer Insights - Journeys
I have the same question (0)
  • Verified answer
    11manish Profile Picture
    11manish 1,096 on at
    this is most likely caused by hidden inline formatting in the copied HTML, not by the Brand Profile itself.
     
    I would recommend:
    • Paste content as plain text.
    • Use Remove Formatting after pasting.
    • Reapply the brand font.
    • Inspect the generated HTML for embedded font-family styles.
    • Ensure your custom font includes fallback fonts.
    In most cases, cleaning the pasted HTML resolves the issue completely.
  • Verified answer
    Manoj - ManoVerse Profile Picture
    Manoj - ManoVerse 1,396 Super User 2026 Season 1 on at
    When you copy/paste content, it brings inline HTML/CSS styles (like font-family) which override the Brand Profile font during rendering.
    In emails, inline CSS has highest priority, so your selected font in the editor may not apply after sending.
    Also, many email clients don’t support custom fonts, so they fall back to default (often serif) if the font isn’t applied correctly. 
    Fix:
    Paste as plain text or clear formatting before applying font

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