On this page, you will find answers to frequently asked questions about the transition from version 1 to version 2 of the drag-n-drop email editor.
- Are there issues moving from v1 to v2?
- My message lost the border around the main content area
- Some of the images changed size
- Some of the images look smaller
- The line height in a certain text block seems different
- My message shows content on two lines instead of one
- Buttons don't look right (text wrapping on two lines, etc.)
- Spacing between two rows was removed
- The text editor no longer allows me to insert ... (tables, images, etc.)
- How do I set the same background color for the entire message (or the entire content portion of the message)?
- I followed all the instructions, but the message looks different when it is received in the inbox
- I followed all the instructions, but I can't get a template to look the way it did before
- What happens when I edit an existing message?
- What happens to email templates?
- Other frequently asked questions on issues using the editor
- In the image manager, the "Add new file" button is disabled
- How do I link to an email address?The file manager freezes on opening
- How can I optimize a message to reduce its weight?
- The HTML copy of a message is rendered incorrectly by the HTML editor
- In a text block, can I assign a color different from those available in the toolbar to a portion of text?
- When I upload something in the file manager, I get the error message "Oops, something went wrong while uploading the image"
- Questions on the responsiveness of the emails created with the editor
- On Gmail mobile app, images are not at full width and blocks are arranged differently than on other mobile clients
- On iPad and tablets, 3-column structures behave differently than on smartphones
- I have configured an header/footer at list level and my message is not responsive
- I added a dynamic content to the message and now my message is not responsive
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Don't worry, it's due to the way text is handled in the new version of the editor. Simply edit the message and the new editor will automatically recalculate text and button size. In case the button appears wider than the original one, just restore its size by opening the editor, clicking on the button and modifying its width in the content properties.
There is an exception to this rule, however. If the button was created not with the Button content block in v1 of the editor, but rather by using a table cell in the text editor, then the problem might not be fixable. Remove the button in that scenario, and add it again by dragging a Button content element into the message.
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This is by design.
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The new version of the editor gives you more control on background colors.
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If you set the default colors and the colors of one or more sections don't change, it means that a background color was set at the row or column level.
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If the message in the inbox of the email software that you are testing with looks different from the preview that you see when you are working on it, please open a support ticket. Please include screenshots of what you see in your email client vs. in the preview, if possible.For the best preview, use the preview function inside the editor. We are aware that the mobile preview shown in some parts of the platform (e.g. inside Saved and Send pages in Messages > Email) is not correct. This will be fixed soon.
However, any preview is only a reasonable rendering of the email, which can differ once sent based on operative system and client used. To better check compatibility across devices and clients, you can use the Previews tool, which generates real previews on dozen of email clients, both mobile and desktop. You can find this feature under Messages > Email > Send, choosing Checkup from the Actions menu of the message you want to check.
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If you followed the instructions on this page, but you still cannot adjust the way your message template looks with the new editor, to match the way it looked with the previous version of the editor, please open a support ticket so that we can look into what might be happening.
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HTML templates to be used with the WYSIWYG editor will not be altered.
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This happens when you are in a folder that does not allow file uploads. Please navigate to a subfolder or create a new folder.
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You can link an image or a button to a file. If you want to link text to a file, for now you will need to paste the URL to the file. If the file is in the image manager, open the image manager, locate it, click on the icon to open it in a new browser tab, and copy the URL shown in the browser address field: that is the URL that you will paste in the link field.
In the future, we will add a feature to make it easier to link text to a file.
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This is not available right now, but the issue will be addressed in the near future.
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In the link field, add "mailto:" and then the email address. So for example to email info@yourcompany.com, you would add:
mailto:info@yourcompany.com
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If the file manager freezes on opening, with the loading animation looping, it means that another account administrator has entered the editor's file manager. The second user needs to exit the file manager, so that the first user can access it back again. For security reasons, only one user at a time is allowed to use the file manager.
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To shrink message weight, you can reduce structures and content blocks to the ones necessary to create the message. Each structure and content block increases message weight and should be used only if required for your email's design.
For example:
- Create one structure with different blocks of content instead of multiple structures if the number of columns and background colors for rows and content areas don't change.
- Use padding instead of dividers to separate content blocks and structures.
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If you create an HTML copy of a message designed with the drag & drop editor and open it with the HTML editor, the layout may not match the one set up with the drag & drop editor.
It's a rendering problem of the HTML editor; however, the HTML code of the message is not modified during the copying process. If you open the message with the editor and save it back, you will see that the message will match the one created with the drag & drop editor.
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At the moment, the choice is restricted to the colors proposed by the toolbar.
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This happens in two cases:
- The file you're trying to upload is bigger than 4 megabytes. The file manager has a 4 megabytes limit on uploaded files.
- The name of the file contains symbols and/or special characters. If this is the case, just rename the file and upload it again.
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It is a normal behavior. Gmail has some rendering peculiarites, so emails are displayed differently from other mobile clients. We've worked a lot to get around the constrictions imposed by these Gmail rendering quirks and the result is very readable emails, with buttons and links that are easy to tap and no horizontal scrollbar. Gmail renders emails differently than other clients, as a result of constraints imposed by how Gmail itself works.
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Columns spread in the email client rendering based on the available space. As a consequence, columns will adapt to available space, so if two columns fit horizontally, they will be displayed side by sude,
Here's an example:
Smartphone (5" screen, portrait) | Smartphone (5" screen, landscape) | Tablet (7" screen) |
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Check if the header and footer's HTML, configured inside list options, are responsive. Otherwise, there may be some rendering issues on the entire message created with the editor.
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As for the header and footer at list level, the HTML of a dynamic content must be responsive in order to guarantee the responsiveness of the whole message.