How You Create and Edit Text-Only Messages

You can create text-only messages for your customers who can receive only plain text emails.

Unlike the HTML editor, the text editor does not contain text formatting options. It does, however, contain links for additional functions related to , such as adding a merge field, or conditional section. You can also add several types of links to your content. When a link is added, you have the option of defining certain attributes depending on the type of link. Links in plain text cannot be clicked and customers need to copy the URL into their web browser.

Using the toolbar, you can use several of the same options available in basic word processing applications. Functions include:

• Cut, copy, and paste

• Find and replace text

• Print the document

• Undo and redo changes

• Switch to full screen

• Enable or disable syntax highlighting

Additional functions are accessed through the Toolbox and Tasks sections.

Toolbox and Tasks Sections

Button	Description
Links	Buttons in this section are used to insert links in your content.
Account Assistance Link	Click this button to insert a link to the Account Assistance page on your customer portal. See .
Agent Browser UI Incident Link	Inserts a link to the incident that triggered the sent message so that agents can access the incident from the Agent Browser User Interface. See .
Answer Link	Click this button to insert a link to any answer you specify. See . This button is available only in message templates. See .
Browser Link	Click this button to insert a browser link. See .
Chat Link	Click this button to insert a link to the Live Help page on the customer portal. See . This button is available only if Chat is enabled.
Cloud Link	Click this button to insert a link to a social media service. See .
Customer Portal Incident Link	Click this button to insert a link to the incident that triggered the sent message. For example, the standard Question Receipt email sends a confirmation message after a customer submits a question through the Ask a Question page, an email, or a chat session. By adding a Customer Portal Incident Link to your Question Receipt message template, you can provide your customers with easy access to the incident created from their question. See .
File Link	Click this button to insert a file link. See .
Forward to Friend Link	Click this button to insert a forward to friend link. See .
Incident Link	Click this button to insert a link to any incident you specify. See .
Profile Link	Click this button to insert a link to the Account Settings page on your customer portal. See .
Reset Password	Click this button to insert a reset password link. See .
Setup Password	Click this button to insert a link to the Finish Account Creation page on your customer portal. See .
Survey Link	Click this button to insert a link to an existing survey. See .
This Answer Link	Click this button to insert a link to the incident that triggered the sent message. See .
This Discussion Link	Click this button to insert a link to the email discussion that triggered the sent message. See . This button is available only in message templates. See .
Tracked Link	Click this button to insert a tracked link. See .
Unsubscribe All Answers Link	Click this button to insert a link that lets contacts who receive answer notifications unsubscribe from future communications. See . This button is available only in message templates. See .
Unsubscribe Link	Click this button to insert an unsubscribe link. See .
Unsubscribe This Answer Link	Click this button to insert an unsubscribe link to a specific answer that’s been returned as the result of a repeatable answer section. See . This button is available only on the Answer Update Notification message template. See .
View Subscriptions Link	Click this button to insert a link customers can use to update the list of social notifications they are subscribed to. See . This button is available only in message templates. See .
Web Page Link	Click this button to insert a web page link. See .
Dynamic Content	Buttons in this section are used to insert dynamic content.
Answer Section	Click this button to add any repeatable answer details on your answer update notification messages. See . This button is available only in message templates. See .
Case Section	Click this button to add a case section to your conditional text. See .
Conditional Section	Click this button to insert a section of conditional text. See .
Incident Thread	Click this button to insert an incident thread that displays all communication between the parties associated with the message. See .
Merge Field	Click this button to insert a merge field. See .
Merge Report	Click this button to insert a merge report. See .
Start Over	Buttons in this section are used to clear all content and start over.
Use Existing	Click this button to clear all content and start over with an existing document.
Convert HTML	Click this button to clear all text and start over with a converted HTML file. See .
Content	Buttons in this section are used to insert snippets and symbols.
Insert Snippet	Click this button to insert a snippet. See .
Insert Symbol	Click this button to insert a special symbol. A symbol map opens. Double-click the symbol you want to insert.
Insert Address	Click this button to insert a physical address. See . Note: The CAN-SPAM Act of 2003 requires that commercial email messages contain the sender’s valid physical postal address.