Markdown formats for agents
Note
The feature availability information is as follows.
Dynamics 365 Contact Center—embedded | Dynamics 365 Contact Center—standalone | Dynamics 365 Customer Service |
---|---|---|
No | Yes | Yes |
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 Contact Center admin center app. More information: Enable formatted messages
Markdown formats for chat messages
The following table lists the Markdown formats that you can use for your chat messages in the application.
Text style | You type... | The text displays as... |
---|---|---|
bold | **bold text** or *bold text* | bold text |
italics | _italic text_ | italic text |
strikethrough | ~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 |
|
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.
Note
If you copy and paste formatted content from an external source, it might not persist in the chat. The input text that the agent sends must be in Markdown for the output to be rendered as required.
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
Related information
Bring your own custom messaging channel using Direct Line
Markdown formats in custom channels that use Direct Line