Edit Toolbar Missing in Email Interactions

Symptom

When an agent attempts to reply to an email interaction or create a follow-up, the formatting/edit toolbar (Bold, Italic, Font options, etc.) does not appear above the text body.

Applies To

• Contact Center

• Agent Workspace

• Configuration Manager

Resolution

This issue typically occurs when the HTML display setting is disabled in the CRM properties. To restore the toolbar, a system administrator must enable HTML formatting.  

1. Log in to the Application Panel.

2. Go to 8x8 Configuration Manager.

3. Navigate to CRM in the left-hand navigation menu.

4. Select the Properties tab.

5. Locate and check the box for: "Display cases and follow-ups using HTML when available."

6. Click Apply at the bottom of the page.

7. Instruct the affected agent(s) to log out and log back in to the Agent Workspace for the changes to take effect.