Hi everyone!
Product area: Composer / Reply editor
Type: Feature improvement
Description:
When pasting rich text content (copied from an Intercom internal note, DeepL, or any rich text source) into the Intercom composer, paragraph spacing is stripped and all text is collapsed into a single unformatted block. This forces agents to manually re-add line breaks after every paste, which adds unnecessary friction to the reply workflow.
Expected behaviour:
Paragraph breaks present in the copied content should be preserved when pasting into the composer, consistent with how most modern email clients (Outlook, Gmail) handle rich text paste.
Current behaviour:
Pasting rich text into the composer collapses all paragraph spacing. The text content is intact but all formatting is lost.
Workaround currently used:
Manually hitting Enter between paragraphs after every paste.
Impact:
This affects every agent who uses copy-paste as part of their reply workflow — which is standard practice when working with internal notes, translation tools (e.g. DeepL), or templated responses. It adds avoidable manual steps to every single customer reply.
We would appreciate it if you could allow pasting with the spacing included. Thank you!
