Can I send HTML tags in agent chats and canned messages?
The features specified in this article are available as of Live Assist for Microsoft Dynamics365 version 3.0.0. The functionality may not be the same, or even available in a prior release.
It is possible to use a limited range of HTML tags when constructing Canned Messages.
Canned Messages are created as Predefined Content
You can see a preview of message received by the visitor on the right hand side: This is a canned message with HTML content. <b>Bold!</b>, <i>italic</i>, <s>strike-through</s> and <span style="font-weight:bold">styles are available</span>
An Agent can select a canned message by typing /c during an engagement and selecting the appropriate message from the list presented:
The Agent will see the message including any included HTML:
Warning: An Agent is not able to modified canned messages with HTML. Doing so will cause the HTML to be included as plain-text sent to the visitor; which could be unsightly. Agents must not modify any Canned Messages that include HTML.
The visitor will see the following message:
To send a link in a chat message use the full URL e.g. https://cafex.com