This document describes the behavior of Outlook for Windows (2010/2013/2016) email display font abnormality as you veiw emails sent by SocialMiner (SM).
Problem: Outlook for Windows Email Display Font Abnormality
When you receive an email in Outlook for Windows (2010/2013/2016) sent by a Contact Center agent via the Finesse gadget on SM 11.5(1) or SM 11.6(1), they observe that the first line of the email always shows the default font i.e Times New Roman. The rest of the email is in the desired font setting on Outlook.
When you view the email source, the same email sent by SocialMiner or any JavaMail client is interpreted by the client received in different ways. For example, in Mozilla Thunderbird or Outlook for MAC there is no font distortion, and the email source markup (HTML) is different. This only happens for Outlook for Windows when compared to these other mail clients even when we view the email markup.
In thunderbird client, this is how the source looks like: