How to Paste Formatted Text into an Email Reply?

Customers follow instructions more easily when links open in one click and steps or terms are in a list or table. The "Paste with formatting" button pastes copied content into your email reply with that formatting intact. You don't have to retype anything.

When You'll Need This

You need to send the customer instructions from a website together with working links.
Your reply is already prepared in Google Docs or Word and contains lists or a table.
After a regular Ctrl+V paste, the links, list bullets, and table borders disappeared from the reply.

What's Important to Know

Respond and Internal note are the tabs above the message field. The "Paste with formatting" button is available only on the Respond tab of an email dialog. On the Internal note tab, a regular Ctrl+V paste already keeps links and formatting.
"Paste with formatting" button — a clipboard icon in the bottom row of the message field, first in the group of buttons on the right. Hover over it to see the tooltip "Paste with formatting: links, lists, tables".
A regular Ctrl+V paste on the Respond tab still pastes plain text only — without links, lists, or tables.
What is kept: paragraphs, headings, bulleted and numbered lists, tables with borders, quotes, bold, italic, underline, strikethrough, and links to websites, email addresses, and phone numbers.
What is not carried over: fonts, text colors and sizes, images. Other links (not to a website, email address, or phone number) are pasted as plain text.

Before You Start

You are logged in with operator rights.
You have opened the Operator panel via Menu -> Operator panel.
You have opened the email dialog where you are replying to the customer.
The content you need is copied to the clipboard: Ctrl+C (⌘C on Mac).

Step-by-Step Instructions

Open the Respond tab above the message field.
Click in the message field where the content should appear.
Click the "Paste with formatting" button — the content appears in the message field with its links, lists, and tables.
Check the text and edit it if needed.
Click Send.

If the browser asks for clipboard access

The first time you click the button, the browser may ask whether to let the site see the clipboard contents. Allow access. Chrome and Edge remember the permission; other browsers may ask you to confirm each paste.

If the "Press Ctrl+V" message appears

The message "Press Ctrl+V (⌘V on Mac): the next paste will keep its formatting" appears when the browser has not granted access to the clipboard.

Click in the message field where the content should appear.
Within 30 seconds, press Ctrl+V (⌘V on Mac) — the content is pasted with its formatting.

This works for one paste only: after that, Ctrl+V pastes plain text again. If more than 30 seconds have passed, click the "Paste with formatting" button again.

If the "There is no text in the clipboard to paste" message appears

This happens when the clipboard is empty or holds only an image. Copy the content again and repeat the paste. If the clipboard holds a screenshot, paste it with a regular Ctrl+V — it is added to the email as an attachment.

What Happens Next

The customer receives an email that keeps the paragraphs, lists, tables, and links.

How to Verify Everything Worked

Before sending, the message field shows the links, list bullets, and table borders.
After sending, your reply in the dialog timeline shows list bullets and spacing between paragraphs, and its links are underlined and highlighted in color.

How to reply to a client — general instruction on replying in a dialog.
How to manage email reply recipients — who receives the email and who gets a copy.
Email view modes in conversations — how the customer's email history is shown in a dialog.
Use quick replies — ready-made templates for typical replies.