How the HTML Editor Works

When creating content for use in mailings, surveys, message templates, or answers, you can add HTML using an HTML editor built into the system.

The HTML editor for answers is different from the HTML editor used for mailings, surveys, and message templates. The information in this section pertains to the HTML editor for mailings, surveys, and message templates. For details about the HTML editor for answers see .

The HTML editor contains many of the same options available in basic word processing applications and also has specialized operations such as adding web forms, conditional sections, incident threads, merge fields, and merge reports.

You can create content in design or source mode. Using design mode, you can create dynamic, well-formatted content even if you do not have previous HTML experience. You can include special formatting in your text and add graphics, links, and other HTML features. You can also add links to existing content. See .

Note: For design mode to be available in Outreach and Feedback, the HTML Design Mode permission must be selected for both Outreach and Feedback in your profile. See and .

Using source mode, you can create content using HTML source code. Regardless of which mode you use to create content, you can preview how it appears to customers from the Preview tab.

The links and dynamic content elements that display on the HTML editor are context-sensitive and depend on what type of content you are creating.