Genesys Cloud - UI New Features

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Máté 

This is great!

Can I check if there is a video of how the resizeable message input area will look when changing the size, so that we can share with our agents

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Máté 

To confirm any canned responses that do have hyperlinks, bold or italics, after the update they will now show without them? 

Thanks

Shauna

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Shauna,

Recognizing that there is a lost feature here I started the process of a hotfix. The engineering team is looking into the details of how to add back the original syntax based markdown formatting capability while also being able to support the new button based solution. As this will take some time there will be a period when your formatted CRs won't work as expected. Apologies for this unfortunate miss.

Máté

Hi Máté 

To confirm any canned responses that do have hyperlinks, bold or italics, after the update they will now show without them? 

Thanks

Shauna

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Máté 

I want to check how this update will affect our existing canned responses, as this could have a significant impact on both our customers and agents.

Could you please confirm the following:

• For canned responses that currently include hyperlinks, bold, or italic formatting, how will these display after the update?

• Where we have hyperlinked a word (for example, the word "here"), will only the word itself continue to display, or will the full URL now appear in place of it?

• For text that we have formatted using bold or italics, will this continue to display correctly without the formatting syntax being visible to customers? Or will the symbols used for bold/italics now show in the message?

It would be helpful to understand exactly how this will look from the customer's perspective

Thanks 

Shauna

Hi Shauna,

Recognizing that there is a lost feature here I started the process of a hotfix. The engineering team is looking into the details of how to add back the original syntax based markdown formatting capability while also being able to support the new button based solution. As this will take some time there will be a period when your formatted CRs won't work as expected. Apologies for this unfortunate miss.

Máté

Hi Máté 

To confirm any canned responses that do have hyperlinks, bold or italics, after the update they will now show without them? 

Thanks

Shauna

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

For the interim period between the release of the toolbar and the release of the fix, this will be the experience
for agents:

and for end users:

In case they hit send without editing the canned response. The option for agents to fix the message using the formatting buttons will be there however I understand that will create longer handling of conversations.

Hi Máté 

I want to check how this update will affect our existing canned responses, as this could have a significant impact on both our customers and agents.

Could you please confirm the following:

• For canned responses that currently include hyperlinks, bold, or italic formatting, how will these display after the update?

• Where we have hyperlinked a word (for example, the word "here"), will only the word itself continue to display, or will the full URL now appear in place of it?

• For text that we have formatted using bold or italics, will this continue to display correctly without the formatting syntax being visible to customers? Or will the symbols used for bold/italics now show in the message?

It would be helpful to understand exactly how this will look from the customer's perspective

Thanks 

Shauna

Hi Shauna,

Recognizing that there is a lost feature here I started the process of a hotfix. The engineering team is looking into the details of how to add back the original syntax based markdown formatting capability while also being able to support the new button based solution. As this will take some time there will be a period when your formatted CRs won't work as expected. Apologies for this unfortunate miss.

Máté

Hi Máté 

To confirm any canned responses that do have hyperlinks, bold or italics, after the update they will now show without them? 

Thanks

Shauna

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Shauna,

Recognizing that there is a lost feature here I started the process of a hotfix. The engineering team is looking into the details of how to add back the original syntax based markdown formatting capability while also being able to support the new button based solution. As this will take some time there will be a period when your formatted CRs won't work as expected. Apologies for this unfortunate miss.

Máté

Hi Máté 

To confirm any canned responses that do have hyperlinks, bold or italics, after the update they will now show without them? 

Thanks

Shauna

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Máté

Can I also check if there will be any impact to our messenger BOT flows. We use the formatting syntax throughout and so this will we customer facing and a bigger impact.

Thanks

Shauna

Hi Shauna,

Recognizing that there is a lost feature here I started the process of a hotfix. The engineering team is looking into the details of how to add back the original syntax based markdown formatting capability while also being able to support the new button based solution. As this will take some time there will be a period when your formatted CRs won't work as expected. Apologies for this unfortunate miss.

Máté

Hi Máté 

To confirm any canned responses that do have hyperlinks, bold or italics, after the update they will now show without them? 

Thanks

Shauna

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi Shauna,

Understanding the potential impact to you and other clients of Genesys, I stopped the release process today and reverted the change on the regions already enabled.

We will investigate the BOT flow use case as well as finding a way to add back the syntax based message sending.

------------------------------
Máté Földi
Genesys PM

Original Message:
Sent: 02-18-2026 09:03
From: Shauna Gibson
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi Máté

Can I also check if there will be any impact to our messenger BOT flows. We use the formatting syntax throughout and so this will we customer facing and a bigger impact.

Thanks

Shauna

------------------------------
Shauna Gibson

Original Message:
Sent: 02-18-2026 06:10
From: Mate Janos Foldi
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi Shauna,

Recognizing that there is a lost feature here I started the process of a hotfix. The engineering team is looking into the details of how to add back the original syntax based markdown formatting capability while also being able to support the new button based solution. As this will take some time there will be a period when your formatted CRs won't work as expected. Apologies for this unfortunate miss.

Máté

------------------------------
Máté Földi
Genesys PM

Original Message:
Sent: 02-16-2026 10:40
From: Shauna Gibson
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi Máté 

To confirm any canned responses that do have hyperlinks, bold or italics, after the update they will now show without them? 

Thanks

Shauna

------------------------------
Shauna Gibson

Original Message:
Sent: 02-16-2026 09:44
From: Mate Janos Foldi
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi Shauna,

The messaging component does not support formatted canned responses.

• HTML formatted CRs are going to be stripped from their properties and added to the component as plain text.
• In case you use markdown syntaxes like asteriskwordasterisk, the component unfortunately also not going to be able to support the text formatting of the CR as is. Different messaging channels are using different 'dialects' of syntaxes for text formatting.

Máté

------------------------------
Máté Földi
Genesys PM

Original Message:
Sent: 02-11-2026 03:27
From: Shauna Gibson
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi Máté 

Please can I check if this will effect any canned repsonses that are already set up using the formtatting syntax?

Thanks

Shauna

------------------------------
Shauna Gibson

Original Message:
Sent: 02-05-2026 14:36
From: Mate Janos Foldi
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

------------------------------
Máté Földi
Genesys PM

Original Message:
Sent: 01-30-2026 06:07
From: Mate Janos Foldi
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

------------------------------
Máté Földi
Genesys PM
------------------------------

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

Hi, are there any plans to apply the same experience for Open Messaging?

Thanks.

--------------------------------------
Srboljub (Srba) Stojadinovic

Product Owner

--------------------------------------

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

We're improving the messaging experience in Genesys Cloud to help agents compose clearer, more readable messages across messaging channels.

What's changing?

We're introducing a new, channel‑aware rich text editor in the messaging component, along with a resizable text input field.

1. Extended rich text support for Web messaging, WhatsApp and Facebook Messenger

Rich text capabilities are being standardized and extended across these channels:

• Web Messaging

  • Already supported, but now integrated into the new unified editor experience.

• WhatsApp – new

• Facebook Messenger – new

Agents will be able to apply common formatting such as bold, italics, lists, and more, with the editor automatically adapting to what each channel supports.

The visual formatting toolbar we add on top of the text input:

• Provides one‑click access to text formatting (e.g., bold, italics, bullet/numbered lists, links where supported).

• Is channel‑aware: only shows options that are valid for the active channel (for example, WhatsApp and Facebook Messenger vs. Web Messaging).

• Reduces the need for agents to remember formatting syntax.

3. Resizable text input field

Agents will be able to manually resize the message input area:

• Resize the text box within a defined threshold to fit your working style.

• Size preferences are retained per conversation, so agents don't have to keep resizing as they work.

• Available across all supported messaging channels (Web Messaging, WhatsApp, Facebook Messenger, Instagram, X, SMS, etc.)

These improvements are designed to reduce friction for agents, especially when handling longer or more complex replies.

Why we're doing this

This work is driven by customer and agent feedback (see idea: https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-481 or https://genesyscloud.ideas.aha.io/ideas/DIG-I-878 ) and is aligned with our agent experience / usability priorities:

• Better agent productivity

• Clearer customer communication

Availability

Planned GA date: February 16, 2026

What admins and agents should expect

• No configuration changes are required to enable basic behavior.

• The messaging component will display:

  • The new formatting toolbar (options vary by channel).

  • The resizable message input field.

• Existing Web Messaging markdown behavior will continue to work, but with a more powerful and consistent editor UI.

------

------

------------------------------
Máté Földi
Genesys PM
------------------------------