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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Line spacing on emails
Customer experience | Sales, Customer Insights,...
Suggested answer

Line spacing on emails

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Posted on by Gemma2020 49
We have an issue with the line spacing on emails in real time journeys. 
 
When you hit backspace/delete, it actually adds a line. 
 
It's also a big buggy in general when writing sentences and removing words/adding new words. Jumps about and deletes random letters. 
 
Example as below where I hit backspace to delete a line and it added a line instead.
 
The cursor also jumps forward and then back again when you hit the space bar. The expected behaviour is that it would only jump forward a space. 
 
Categories:
Dynamics 365 Customer Insights - Journeys
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 5,970 Super User 2025 Season 1 on at
    Line spacing on emails
    Hello Gemma2020,
     
    You're describing a frustrating and common issue with the text editor within Dynamics 365 Customer Insights - Journeys (Real-Time Journeys) emails. The buggy behavior you're experiencing—unexpected line breaks, cursor jumps, and random deletions—significantly hinders email creation and editing.
    Here's a breakdown of the problem and potential explanations:
     
    Understanding the Problem:
    • Rich Text Editor Issues:
      • The editor used within Real-Time Journeys emails likely relies on a rich text editor component.
      • These editors can sometimes be prone to inconsistencies and bugs, especially across different browsers and operating systems.
    • HTML Rendering Differences:
      • The editor might be struggling with the underlying HTML rendering, leading to unexpected behavior when editing text.
      • Differences in how browsers interpret HTML can contribute to these issues.
    • JavaScript Conflicts:
      • Conflicts with other JavaScript code on the page or browser extensions could be interfering with the editor's functionality.
    • Browser Compatibility:
      • The editor might not be fully compatible with all browsers or browser versions.
    • Dynamics 365 Updates:
      • Recent Dynamics 365 updates could have introduced new bugs or exacerbated existing ones.
     
    Potential Explanations:
    • Editor Component Bugs:
      • The rich text editor component itself might have bugs or limitations.
    • Dynamics 365 Integration Issues:
      • The integration of the editor with Dynamics 365 might be causing conflicts or inconsistencies.
    • Performance Issues:
      • The editor might be struggling with performance, especially with large emails or complex content.
     
    Impact and Implications:
    • Time-Consuming Editing:
      • Users spend excessive time correcting errors and fighting with the editor.
    • Frustration and Inefficiency:
      • The buggy behavior leads to frustration and reduces productivity.
    • Potential for Errors:
      • The unpredictable behavior increases the risk of errors in email content.
     
    Recommendations:
    1. Browser Troubleshooting:
      • Try using a different browser or browser version.
      • Clear your browser's cache and cookies.
      • Disable browser extensions to rule out conflicts.
    2. Report the Issue:
      • Report this issue to Microsoft Support. Provide detailed information about the steps to reproduce the problem and include screenshots or videos.
      • Use the feedback mechanisms within Dynamics 365 Customer Insights - Journeys to report the issue.
    3. Workarounds (Temporary):
      • Compose the email content in an external text editor and then paste it into the Dynamics 365 editor.
      • Use the HTML view of the email editor to directly edit the HTML code (if you are comfortable with HTML).
    4. Microsoft Updates:
      • Keep your Dynamics 365 environment up-to-date with the latest updates and patches.
    5. Simplify Content:
      • If possible, try to simplify the email content to reduce the complexity for the editor.
     
    Key Point:
    • This is a significant usability issue that Microsoft needs to address. Reporting the issue and providing feedback is crucial.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Best Regards,
    Daivat Vartak
  • Gemma2020 Profile Picture
    Gemma2020 49 on at
    Line spacing on emails
    Hi Holly.
     
    Thanks - tried clearing cache and that didn't work. 
     
    It should really work in all browsers, so I don't think that is a solution. 
     
    We will try checking the versioning. 
     
    Otherwise, I would suggest it's a bug that Microsoft needs to investigate. 
     
    Thanks
    Gemma
  • Holly Huffman Profile Picture
    Holly Huffman 5,510 on at
    Line spacing on emails
    Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today!
     
    • Try this on multiple browsers --- some email editors work better in specific browsers or browser versions
    • Clear cache --- corrupted data stored in browser may interfere with the editor
    • Check the versioning for released patches / updates --- the underlying code or framework of the editor may have bugs 
    hope this helps some! 

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