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  • 1.  Webchat Text Formatting

    Posted 02-17-2021 14:29

    Hi team,

    We have a requirement to format text in webchats, however, the customer end is not receiving the formatting.

    This page Format text in chats - Genesys Cloud Resource Center is referenced underneath the agent chat box in the UI, however, it appears to refer to Communicate chats only.

    Agent-side chat:
    note the "?" at the bottom links to the page above, and the formatting does work.


    Same chat as a customer:


    Regards

    Will 


    #DigitalChannels
    #QualityManagement

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
    ------------------------------


  • 2.  RE: Webchat Text Formatting

    GENESYS
    Posted 02-18-2021 05:02
    Hello Will,

    The link to Format text in chats - Genesys Cloud Resource Center is indeed related to chat between Genesys Cloud users and Chat rooms.

    But Widgets v2 (WebChat v2) also supports markdown formatting.
    See here: https://docs.genesys.com/Documentation/GWC/Current/WidgetsAPI/WebChat#scrollNav-8

    In order for the widgets (customer side) to manage it, you have to enable the markdown parameter in the widgets configuration.
    It is configured under window._genesys.widgets.webchat.markdown (set to true).
    See this configuration as an example: https://developer.mypurecloud.com/forum/t/widget-localization/10001/2

    Regards,

    ------------------------------
    Jerome Saint-Marc
    Genesys - Employees
    ------------------------------



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