Genesys Cloud - UI New Features

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

  • 1.  Coming soon: Channel‑aware rich text editor and resizable text field in the messaging component

    Posted 7 hours ago

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


Related Content