Hi Team,

A member of the Customer Success team reported that after sending an email to an account timeline, using the BCC method of adding their “gainsight email”, the email was showing good in the timeline but after the CSM edited a checkbox custom field we have the email preview is not showing correct and shows more like how it is formatted:

This issue only happens in preview mode, if the email is open it shows the information correctly:

Do you know what might be the reason for this to happen and how can be fixed?

One thing that brings my attention is that this email note has an emoji on it, would this be an issue with the Gainsight text editor?

Thanks for your help.