Documentation for troubleshooting the appearance of newline characters in the Help Scout message body

Help Scout possible change to body formating

This is a sample payload we post to /conversations.json

"{\"customer\":{\"email\":\"[email protected]\"},\"mailbox\":{\"id\":45263},\"reload\":true,\"subject\":\"Test42\",\"tags\":[\"app\"],\"threads\":[{\"body\":\"Test42\\u003Cbr /\\u003E\\u003Cbr /\\u003EWith\\u003Cbr /\\u003E\\u003Cbr /\\u003ELine\\u003Cbr /\\u003EBreaks.\\u003Cbr/\\u003E\\u003Cbr/\\u003E\\u003Cbr/\\u003E-----\\u003Cbr/\\u003ECZDATA\\u003Cbr/\\u003E{\\\"conversation_id\\\":\\\"3TJHJQ\\\",\\\"message_id\\\":\\\"10QHPC5\\\"}\",\"createdBy\":{\"email\":\"[email protected]\",\"type\":\"customer\"},\"type\":\"customer\"}]}"

When I curl that conversation

curl -u APIKEY:X https://api.helpscout.net/v:X https://api.helpscout.net/v1/conversations/240823781.json

the "body" returned has newline characters inserted before each HTML break tag. Prior to Aug 18 message bodies did not have those newline charcters.

"body":"Test42\n<br>\n<br>With\n<br>\n<br>Line\n<br>Breaks.\n<br>\n<br>\n<br>-----\n<br>CZDATA\n<br>{\"conversation_id\":\"3TJHJQ\",\"message_id\":\"10QHPC5\"}"

This is to help troubleshoot a change in the behavior of message bodies that showed up for us 2016-08-18 12:10:45.276619 UTC (which is Thursday, Aug 18 8:10 AM ET).