---
title: "Edit Toolbar Missing in Email Interactions"
slug: "edit-toolbar-missing-in-email-interactions"
updated: 2026-07-09T09:24:35Z
published: 2026-07-09T09:24:35Z
canonical: "help.8x8.com/edit-toolbar-missing-in-email-interactions"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

![Email Toolbar.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/30858?sv=2026-02-06&spr=https&st=2026-11-04T00%3A48%3A05Z&se=2026-11-04T01%3A48%3A05Z&sr=c&sp=r&sig=ElUHM9zBGSf3S6SrqiD19ECKnb9JZVzJzPbHxdCVG6I%3D)

## 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**](http://apps.8x8.com).
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. ![CRM Properties.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/30859?sv=2026-02-06&spr=https&st=2026-11-04T00%3A48%3A05Z&se=2026-11-04T01%3A48%3A05Z&sr=c&sp=r&sig=ElUHM9zBGSf3S6SrqiD19ECKnb9JZVzJzPbHxdCVG6I%3D)