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Markdown formats for agents
Read this article to know about the Markdown formats that agents can use for chat messages in Omnichannel for Customer Service.
gandhamm
mgandham
11/03/2023
conceptual
bap-template
nenellim

Markdown formats for agents

[!INCLUDEcc-use-with-omnichannel]

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

[!INCLUDEoac-deprecation]

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

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