When you create message content in rich text editors (such as Word and other Office applications), there is a risk that characters such as apostrophes or hyphens will be translated into unicode when you copy and paste that content into the message content section of the web portal. This may not be immediately visible as Unicode when you look at your message content in the web portal; however you should see an alert below the message content box telling you if there is Unicode present in your message:
To reduce the risk of this happening, avoid pasting content from a rich text platform directly into the web portal. Instead, wherever possible, construct your message in the web portal directly, without copying content from an external source. Alternatively, paste your content into a plain text editor such as "Notepad" first, which should help to wash out any unicode from your message content before you re-copy from there and paste it into the web portal.