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Font size discrepancies between what agents see and what shows in response emails
Answer ID 4857   |   Last Review Date 11/14/2018

How can I make the font size in the response email the same as what I set in the incident?

Environment:

Visual Email, Incidents, Workspace Options
November 2011 and newer

Resolution:

This behavior is due to fonts in the Rich Text Incident Thread control being listed in pixels rather than points. The formula for converting pixels to points is points = (pixels * 72) / 96. This results in smaller fonts displayed in Outlook or Gmail than display within the Oracle Service Cloud application.

The following table lists examples of common font points and their Oracle Service Cloud application equivalents for your reference:

   Word 

 Oracle Service Cloud

 Points

 Pixels

 6

 8

 6.75

 9

 7.5

 10

 8.25

 11

 9

 12

 9.75

 13

 10.5

 14

 11.25

 15

 12

 16

 12.75

 17

 13.5

 18

 14.25

 19

15 

 20


At times there can be inconsistent text fonts and sizes when data is entered from multiple channels. For example, all standard content might be in one font and size, what is pasted in from a Word document or another program in a different font and size, and what is directly entered into the thread with default font and size yet another. To allow for these discrepancies, the System Default font is available. The font displayed for this font setting is determined by the displaying entity on the end user side, such as the mail client, web browser, etc. Once the response is satisfactory but before it is sent, the entire body of text can be selected via the keyboard shortcut Ctrl-A and the "System Default" setting chosen from the list of fonts.

Note: Using the "Paste as Text" option when copying from Word or another program will paste the content without the HTML formatting. The content is then handled based on the font settings in the rich text editor (i.e. System Default or whatever it is set to). To Paste as Text right click and select Paste as Text or use CTRL + Shift + V.

Setting a Default Font:
Within the incident workspace, a default font can be set by modifying the options within the workspace used.  To do this, use these steps:

1. Open the workspace for editing (Configuration > Application Appearance > Workspaces/Workflows)
2. Click into the Messages tab area
3. Select the Design ribbon from the top
4. From the Default Font options, select the font and size from the drop down menus
5. Save and close the workspace

For additional information, refer to the 'Options Properties' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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