Currently, the CRM allows users to add paragraph spacing while typing notes and text messages, but once the note is saved or the message is sent, all spacing is removed and the content is reformatted into a single large block of text.

This creates challenges for both internal documentation and customer communication. For notes, it makes longer or more detailed entries harder to read, as important information can become buried within a large text block. For text messages, it significantly impacts readability for customers. While drafting, users can separate information into clear paragraphs, but those paragraph breaks disappear once the message is sent, causing all content to run together.

A common example would be sending multiple vehicle options, pricing information, or links to a customer. The ability to separate these items with paragraph breaks would make messages much easier to read and follow. Instead, customers receive what appears to be a large wall of text, which will reduce engagement and make them less likely to respond, especially if they are reading messages while working or multitasking.

It would be extremely beneficial if the CRM preserved paragraph spacing and line breaks in both notes and outbound text messages. This would improve readability, communication quality, and the overall customer experience.