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Markdown formats for agents

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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~ 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.

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

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