Improve Email Formatting on Mobile Email Apps
complete
JLL Tung
Emails sent through Respond are formatted correctly when viewed on desktop email apps, but the formatting can appear distorted or inconsistent when viewed on mobile email apps.
Expected behaviour:
The email should maintain the same layout, spacing, fonts, and formatting across both desktop and mobile email clients.
Current behaviour:
Desktop email app: formatting appears normal
Mobile email app: formatting can appear misaligned / distorted
The issue seems to be specific to mobile email rendering
It would be helpful if Respond could improve its email templates to ensure they are fully responsive and consistently rendered across common mobile and desktop email clients.
N
Nabilah Binti Salleh
updated the status to
complete
Great news, we've released a fix today for this issue. To apply it, please do the following:
- Go to Settings > Channels and open your email channel.
- Remove the current signature image.
- Re-add it using the Insert Image button in the signature toolbar. Please don't paste or drag the image in, or it may not appear.
- Click Save.
New emails sent after this should look normal on mobile. Please let us know if they don't!
If there's any issues, please do reach out to our amazing support team.
N
Nabilah Binti Salleh
Hi JLL Tung- thank you for your request. There's a couple of things here, so wanted to clarify:
- When you say "mobile email apps," do you mean where your customer reads the email - Gmail, Outlook, or Apple Mail on a phone? Or are you seeing the issue somewhere inside respond.io itself?
- You mentioned "email templates" - are you referring to how respond.io formats emails you compose in the Inbox, or to something else?
JLL Tung
Nabilah Binti Salleh Yes on Gmail etc.
When an email is sent from the Respond (desktop & mobile), the formatting on the actual Gmail app is extremely small. Please refer to the attached.
Normal formatting: Email sent from Gmail PC
Weird formatting: Email sent from Respond
Photo Viewer
View photos in a modal
JLL Tung
Nabilah Binti Salleh Our team uses snippets to quickly insert frequently used responses when composing emails. However, snippets currently use the same formatting behaviour as WhatsApp messages.
For example, formatting such as
text
is interpreted as bold in WhatsApp, but appears as plain text or with the formatting characters in email. This means that every time a snippet is inserted into an email, the team has to manually reformat the content before sending.Photo Viewer
View photos in a modal
N
Nabilah Binti Salleh
JLL Tung: Hi there, thanks for the screenshots, they helped us find the cause quickly! We've released a fix today. To apply it, please do the following:
- Go to Settings > Channels and open your email channel.
- Remove the current signature image.
- Re-add it using the Insert Image button in the signature toolbar. Please don't paste or drag the image in, or it may not appear.
- Click Save.
New emails sent after this should look normal on mobile. Please let us know if they don't!
If there's any issues, please do reach out to our amazing support team