Genesys Cloud - UI New Features

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

Hi Máté 

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

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

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

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

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

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

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

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

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

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

Thanks.

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

Product Owner

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

Hi Community,

The release of the fix that will make the messaging component text formatting work with

• Button click on the toolbar,
• Keyboard shortcuts,
• Syntax based formatting for both typing and copy pasting (including canned responses)

Can be expected at the end of March 2026.

Thank you,

Hi Máté , 

Is there an updated release date?

Thank you.

Hi Community,

The release of the fix that will make the messaging component text formatting work with

• Button click on the toolbar,
• Keyboard shortcuts,
• Syntax based formatting for both typing and copy pasting (including canned responses)

Can be expected at the end of March 2026.

Thank you,

Hi,

The release is most likely on the week of the 30th of March however we might reach the week before.

Máté

Hi Máté , 

Is there an updated release date?

Thank you.

Hi Community,

The release of the fix that will make the messaging component text formatting work with

• Button click on the toolbar,
• Keyboard shortcuts,
• Syntax based formatting for both typing and copy pasting (including canned responses)

Can be expected at the end of March 2026.

Thank you,

Hi Community,

The release of the fix that will make the messaging component text formatting work with

• Button click on the toolbar,
• Keyboard shortcuts,
• Syntax based formatting for both typing and copy pasting (including canned responses)

Can be expected at the end of March 2026.

Thank you,

Hi @Mate Janos Foldi - I've been testing out the new feature this morning and I want to confirm if below is as expected or a bug.

Canned responses created with Rich Text Editor. When an agent searches through the canned response library it shows all the correct formatting (bold, italics, bullet points, etc). However, when the agent inserts it into the web messenger chat box, the formatting all disappears. If the agent clicks send then the customer also receives the canned response will all formatting stripped. 

Below is an example of this. 

Syntax based canned responses pass through to the customer as normal but rich text doesn't.

------------------------------
Michael Ball
Channel Optimisation Manager
------------------------------


Original Message:
Sent: 02-27-2026 09:59
From: Mate Janos Foldi
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi Community,

The release of the fix that will make the messaging component text formatting work with

• Button click on the toolbar,
• Keyboard shortcuts,
• Syntax based formatting for both typing and copy pasting (including canned responses)

Can be expected at the end of March 2026.

Thank you,

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

Hi Michael,

Thank you for your feedback and for testing the new feature. We understand that canned response formatting and how formatting is supported across channels is not clear enough.

To clarify, HTML based rich text formatting are not supported on messaging channels (such as web messenger, Facebook, WhatsApp ... ). This is a platform-wide limitation, not specific to our implementation-these channels generally do not render HTML based rich text, which is why formatting (bold, italics, bullet points, etc.) is stripped when a canned response is inserted.

Workaround:
To accommodate different channel capabilities, we recommend maintaining separate versions of your canned responses in case you would like rich experience on all of them:

• For email: Use HTML-formatted canned responses. (the ones you already have)

• For messaging channels: Use responses formatted with the channel specific markdown syntax (if supported by the channel) or plain text for channels that do not support any formatting.

  • Syntax help for web messaging
  • Syntax help for WhatsApp
  • Syntax help for Facebook Messenger
  • Help article on the resource center

This approach ensures that your agents can deliver the best possible experience across all channels, despite the technical limitations.

I can also share that Genesys will work on a strategy that makes CR usage easier across channels.

Thank you,

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


Original Message:
Sent: 03-24-2026 18:57
From: Michael Ball
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi @Mate Janos Foldi - I've been testing out the new feature this morning and I want to confirm if below is as expected or a bug.

Canned responses created with Rich Text Editor. When an agent searches through the canned response library it shows all the correct formatting (bold, italics, bullet points, etc). However, when the agent inserts it into the web messenger chat box, the formatting all disappears. If the agent clicks send then the customer also receives the canned response will all formatting stripped. 

Below is an example of this. 

Syntax based canned responses pass through to the customer as normal but rich text doesn't.

------------------------------
Michael Ball
Channel Optimisation Manager


Original Message:
Sent: 02-27-2026 09:59
From: Mate Janos Foldi
Subject: Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

Hi Community,

The release of the fix that will make the messaging component text formatting work with

• Button click on the toolbar,
• Keyboard shortcuts,
• Syntax based formatting for both typing and copy pasting (including canned responses)

Can be expected at the end of March 2026.

Thank you,

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