Configure email font and style for Email Dialogue Provider

Scenario

You want agents to use a consistent font in new outgoing emails and replies without manually changing the formatting in each message.

Why use SpanStyle

Use the SpanStyle setting when agents need outgoing emails to use a specific default font family, font size, or text color.

The Email Dialogue Provider wraps the composed email body in a span element and applies the CSS that you define in the setting value.

For emails composed through WebAgent, the outgoing body is handled as HTML, so the SpanStyle wrapper can be applied to simple text content and to content that already contains inline formatting such as bold text.

Graph carries the body content, but the final font rendering still depends on the mail client that composes or displays the message. Some clients can also adjust colors for dark mode.

Before you start

• Confirm that the Email Dialogue Provider is already configured and working.
• Make sure you can edit the PluginSettings SharePoint list for the EmailDialogueProvider scope.
• Identify the mail client that your agents use most often, so you can validate the rendered result there.

Configure the setting in SharePoint

The SpanStyle setting is stored in the PluginSettings SharePoint list for the EmailDialogueProvider scope.

1. Open your organisation's UCCs SharePoint site.
2. Navigate to Site contents > PluginSettings.
3. Filter the Scope column to EmailDialogueProvider.
4. If SpanStyle already exists, select it and choose Edit. Otherwise, select New and create it with these values:

• Key: SpanStyle
• Scope: EmailDialogueProvider
• Value: CSS style declaration, for example font-family: 'Calibri Light'; font-size: 13pt; color: black

Select Save when you have finished editing the value.

Recommended format

Use valid inline CSS declarations separated by semicolons.

Example:

font-family: 'Calibri Light'; font-size: 13pt; color: black

Font size behavior

Font-size values can render differently depending on the unit used. In testing, px values were converted by the mail editor and appeared smaller than the equivalent Outlook point size. If you need a predictable Outlook-style size, prefer pt values.

SpanStyle value	Outcome
font-family: 'Calibri Light'; font-size: 12px; color: black	Sample email text Displayed with a visual size comparable to 9pt text.
font-family: 'Calibri Light'; font-size: 12pt; color: black	Sample email text Displayed with a visual size comparable to 11pt text.
font-family: 'Calibri Light'; font-size: 13pt; color: black	Sample email text Displayed with a visual size comparable to 13pt text.
font-family: 'Calibri Light'; font-size: 16px; color: black	Sample email text Displayed with a visual size comparable to 11pt text.
font-family: 'Calibri Light'; font-size: 12pt; color: #333333	Sample email text Useful when black text feels too heavy but you want to stay close to standard business email styling.
font-family: Calibri, Arial, sans-serif; font-size: 12pt; color: black	Sample email text Useful when the preferred font might not be available in every client.
font-family: Calibri, Arial, sans-serif; font-size: 14pt; color: black	Sample email text Useful when agents need a larger default compose size for readability.

Recommendation

If you need consistent sizing, use pt instead of px. In field testing, pixel values were displayed smaller than the equivalent point-based values in the email compose and read experience.

If font availability differs across clients, use a fallback stack such as Calibri, Arial, sans-serif instead of relying on a single font family.

Reference

Key	Scope	Value	Description
SpanStyle	EmailDialogueProvider	CSS declarations	Applies inline CSS to the span that wraps the outgoing email content.

Troubleshooting

• If the font size looks too small, replace px with pt and retest.
• If the font family does not appear as expected, verify that the font is available in the target client.
• If the font is still inconsistent, switch to a fallback font stack and retest.
• If recipients use Outlook in dark mode, expect Outlook to adjust colors. Black text can be displayed as light text, and light backgrounds can be darkened depending on the Outlook client.
• If results differ between clients, validate in the client that agents and recipients use most often.

Validate the final appearance in the target mail client because rendering can vary between editors and clients.