Why do emails created from Templates and Signatures have incorrect formatting?


The formatting of emails created from templates or signatures within FYI results in unnecessary line breaks, inconsistent fonts and character sizing, or incorrect font sizes. 

Alternatively, the email template may not be following the default font and font size set in the Practice Settings.


Extra spacing between the lines when email is sent to Outlook

If there is extra spacing between the lines when the email is sent to Outlook, this could be caused by the following:

  • There are line breaks in the content of the FYI Template or Signature. This will add extra spacing between the lines.

    Check the Template and/or Signature in FYI for any extra line breaks.

  • If you have a setting for "Spacing" in your default Outlook Paragraph settings, this will add extra spacing between the lines.

    Check the Paragraph setting in your Outlook (right-click in the body and select Paragraph) and check the settings for "Indent and Spacing".

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Font or Font Sizes are Incorrect

The font may have been set for part of the content, but the area where users would enter their content for the email comes through with a different font or font size.

This may be caused by formatting having been applied to that section of the email template, different to the rest of the template. 

In the FYI Template and/or Signature, check the font settings for any 'blank' lines, especially in the areas where users would be entering their content in the email.

  1. Open the template in the Email Editor.
  2. Double-click on the blank line to select it.
  3. Select the correct font family and font size from the editor toolbar.


  4. Close the editor.
  5. Retry creating an email from the template.

If the font size is incorrect when it's sent to Outlook, remember that the font sizes you select in the FYI templates are pixels (not points). For a conversion table of point sizes to pixels used in FYI templates, refer to Formatting and Fonts in Email Templates and Signatures.

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If there is no Signature and no Template, Fonts are incorrect

If you are not using either an FYI Signature or Template, the fonts and other settings cannot be controlled by FYI. You may not be using an FYI Email Signature if you are using an external signature service.

You should always have at least one Email Signature in FYI. Even if you are using an external signature service you should use a Signature in FYI that has your required fonts and settings set to one line in the Signature. There is no need to add any text or other content to this line, just style it with the font, font size, paragraph spacing etc that you want to apply to the email content.

Then add this Signature as your practice-wide Default Email Signature. Refer to Email Signature in Overview of Templates, Signatures and Merge Fields for Emails and Managing Practice Settings for Documents.

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Inconsistent Formatting

When copying and pasting content from other applications, especially Office, HTML styling is copied across in the background which complicates the formatting within FYI.

The following steps describe how to avoid inconsistent formatting issues.

  1. Copy the content from the source and then paste using Ctrl+Shift+v keys together. This way of pasting removes hidden styles.

    If the email template with content already exists within FYI then:
      a, Select all of the content using Ctrl+a
      b. Paste using Ctrl+Shift+v

  2. Remove line breaks that are in the content. While the resulting content may look at little "cramped", when the resulting email is created in Outlook, spacing is added automatically.

  3. Add merge fields where required in the content.

  4. Complete any additional formatting for bold, bullets etc

  5. Select all of the content of the email template and apply the correct font and size per your practice style guide.

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Table cell has an HTML property forcing the text to cut off

If your table is breaking text across the line incorrectly, rather than starting a new line with the whole word, it can be caused by an HTML property on the cell. For example, the first table has the HTML property "word-break" while the second one doesn't.

Notice the difference in the words at the end of each line.



To resolve the issue, click the three dots icon, and the <> icon to view the HTML code.

Search the code for the property "word-break:break-all;" and remove it (ensure you remove the semi-colon after it, and no other characters).


<td style="width: 100.0000%;word-break:break-all;">

After being removed:

<td style="width: 100.0000%;">

Click the <> icon again to view the HTML preview and confirm the issue has been resolved.

Text is overlapping

If the text on your email is overlapping each other, there may be some HTML formatting for line-height in the signature causing the issue.


To resolve the issue, click the three dots icon, and the <> icon to view the HTML code.

Search the code for the property "line-height", and remove it (including a semi-colon if displayed). If it's the only property displayed in the "style", you can remove the entire "style" section altogether.


< p style="line-height:0%">

After being removed:

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