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Unexpected email signature behaviour when replying (or forwarding) an email

Has anyone experience this behaviour in CRM?

When replying to (or forwarding) an email and adding a message to the email body, we are observing some unexpected behaviour relating to the email signatures. We have email signatures associated to queues (via the team that owns the queue) and these are added to the email body automatically on save. However, on saving the email record, one of three things occurs:

1. the message and signature appear as expected (the message followed by the signature followed by the original message) - OK

2. the signature will completely overwrite the message just entered by the user - INCORRECT

3. the signature will appear above the message entered by the user (i.e. the signature followed by the message followed by the original message) - INCORRECT

During testing, we have observed that, when replying to an email:

if the user places the cursor on the first line then writes their message and saves, they will observe the expected behaviour.

However, if the user places the cursor on a different line in the email body field, they will observe unexpected behaviour, for example:

if the cursor is placed 1 line below the first line - the message is overwritten by the signature
if the cursor is placed 2 lines below the first line - the message signature is inserted above the message

Alternatively, if the user places the cursor on the first line and carriage returns down, the user will observe the expected behaviour. But, if they place the cursor on the second line and carriage returns down, the message will again be overwritten by the signature.

I believe this is the result of the email body already having HTML content which I think means that the positioning of the cursor in the email body field is important.

Have anyone experienced this issue and, if so, do you have any suggestions for how to resolve it?

Many thanks!

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