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1 | 1 | --- |
2 | | -title: Troubleshoot common configuration issues with automatic record creation and update rules |
3 | | -description: Provides resolutions for common configuration issues with automatic record creation and update rules in Dynamics 365 Customer Service. |
| 2 | +title: Lost Formatting When Copying Word Template Content To Email Message |
| 3 | +description: Solves an issue where formatting isn't retained when copying and pasting content from a Word template into an email message in Microsoft Dynamics 365 apps. |
4 | 4 | ms.reviewer: Megha |
5 | | -ms.date: 04/09/2025 |
| 5 | +ms.date: 04/10/2025 |
6 | 6 | ms.custom: sap:E-Mail, DFM |
7 | 7 | --- |
| 8 | +# Formatting is lost when copying Word template content to an email message |
8 | 9 |
|
9 | | -# Formatting lost when copying Word template text to CRM email message |
10 | | - |
11 | | -When copying text from a Word template into a Dynamics 365 Customer Service CRM email message, users may notice that the formatting, including hyperlinks, images, and other text styles, is lost. This article outlines the symptoms, cause, and steps to resolve this issue. |
| 10 | +This article provides guidance on identifying the lost formatting issue that occurs when the content is pasted from a Word template into an email message in Dynamics 365 apps and provides solutions to preserve the original formatting. |
12 | 11 |
|
13 | 12 | ## Symptoms |
14 | 13 |
|
15 | | -When copying and pasting content from a Word template into a Dynamics 365 CRM email message, the following symptoms may occur: |
| 14 | +When you copy and paste content from a Word template into an email message in Dynamics 365 apps, you might encounter the following issues: |
16 | 15 |
|
17 | 16 | - Hyperlinks are removed. |
18 | | -- Images do not appear. |
19 | | -- Text formatting is lost (e.g., bold, italics, font styles). |
| 17 | +- Images don't appear. |
| 18 | +- Text formatting is lost (for example, bold, italics, or font styles.) |
20 | 19 | - The pasted content appears as plain text. |
21 | 20 |
|
22 | 21 | ## Cause |
23 | 22 |
|
24 | | -This issue is not specific to Dynamics 365 but stems from a system-level or Word application behavior. The Word desktop application is allowing content to be copied in plain text format only, which results in the loss of formatting when pasting into CRM or other applications like OneNote. |
| 23 | +This issue might be caused by a behavior in the Word desktop application or at the system level, where content is copied in plain text format. As a result, formatting is lost when the content is pasted into Dynamics 365 or other applications, such as OneNote. |
25 | 24 |
|
26 | | -## Solution 1: Verify the issue is not specific to Dynamics 365 |
| 25 | +## Resolution |
27 | 26 |
|
28 | | -To confirm the root cause of the issue: |
| 27 | +To solve this issue, |
29 | 28 |
|
30 | | -1. Copy the same content from the Word document. |
31 | | -2. Paste the content into other applications, such as OneNote or Microsoft Teams chat. |
32 | | -3. Check if the formatting is preserved. |
| 29 | +1. Verify the issue isn't specific to Dynamics 365: |
33 | 30 |
|
34 | | -If the formatting is also lost in these applications, the issue is not specific to Dynamics 365 but is related to the Word desktop application or the system's copy-paste functionality. |
| 31 | + 1. Copy the same content from the Word document. |
| 32 | + 2. Paste the content into other applications, such as OneNote or Microsoft Teams chat. |
| 33 | + 3. Check if the formatting is preserved. |
35 | 34 |
|
36 | | -## Solution 2: Use the Word web application as a workaround |
| 35 | + If the formatting is also lost in these applications, the issue isn't specific to Dynamics 365 but is related to the Word desktop application or the system's copy-paste functionality. |
37 | 36 |
|
38 | | -The Word web application can be used as an alternative to preserve formatting: |
| 37 | +2. Use the Word web application as a workaround |
39 | 38 |
|
40 | | -1. Open the Word document in the Word web application. |
41 | | -2. Copy the content from the Word web application. |
42 | | -3. Paste the content into the Dynamics 365 CRM email message. |
43 | | -4. Verify that the formatting, hyperlinks, and images are preserved. |
| 39 | + The Word web application can be used to retain formatting when copying and pasting content: |
44 | 40 |
|
45 | | -This workaround ensures the formatting is retained when copying and pasting content. |
| 41 | + 1. Open the Word document in the Word web application. |
| 42 | + 2. Copy the content from the Word web application. |
| 43 | + 3. Paste the content into the Dynamics 365 email message. |
| 44 | + 4. Verify that the formatting, hyperlinks, and images are preserved. |
46 | 45 |
|
47 | | -## Solution 3: Contact Office 365 support for a permanent resolution |
| 46 | + This workaround ensures the formatting is retained when copying and pasting content. |
48 | 47 |
|
49 | | -If the issue persists and affects your workflow: |
| 48 | +3. If the issue persists and affects your workflow, contact Microsoft 365 support for further assistance. |
50 | 49 |
|
51 | | -1. Reach out to your Office 365 support team to investigate the issue further. |
52 | | -2. Alternatively, open a support ticket directly with the Office 365 team for a thorough diagnosis and resolution. |
| 50 | +## More information |
53 | 51 |
|
54 | | -Since this issue falls outside the scope of Dynamics 365 support, Office 365 support is best positioned to provide a permanent fix. |
| 52 | +[Use Word templates to create standardized documents](power-platform/admin/using-word-templates-dynamics-365) |
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