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Markdown formats for agents

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

In Omnichannel for Customer Service, you can use Markdown to format messages when you interact with customers over chat and social channels.

Note

You can use Markdown in chat and social channels only if your administrator has enabled the Markdown settings under Agent experience in the Customer Service admin center or Omnichannel admin center (deprecated) app. More information: Enable formatted messages

Important

Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

Markdown formats for chat messages

The following table lists the Markdown formats that you can use for your chat messages in Omnichannel for Customer Service.

Text style You type... The text displays as...
bold **bold text** or *bold text* bold text
italics _italic text_ italic text
strikethrough ~strikethrough text~ strikethrough text
blockquote > blockquote text text
header (levels 2–4) ### Header3 text Header 3 text
hyperlink https://www.microsoft.com https://www.microsoft.com
hyperlink with text [Hyperlink with text](https://www.microsoft.com) Microsoft website
monospace ```
monospace text
```		 monospace text
numbered list <number> Item one
  1. Item one
  2. Item two
unordered list * Item one
or
- Item one		 * Item one
* Item two
new line Paragraph 1 <br> Paragraph 2 </br> Paragraph 1
Paragraph 2

Note

Currently, we don't support the <Shift + Enter> key combination to add multiple line breaks.

Formatted messages are supported in channels such as Microsoft Teams, WhatsApp, Facebook, Telegram, and custom channels that use Direct Line.

Next steps

Support for formatted messages

See also

Bring your own custom messaging channel using Direct Line
Markdown formats in custom channels that use Direct Line