Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Web Messenger - Agent Response Formatting

    Posted 03-24-2023 14:11


    I have a question on some rich text formatting elements. If I am an agent and I'm working on Web Messaging interactions, I have access to both Canned Responses and the Smart Advisor (based on licensing of course). When I pull up a Canned Responses as an agent that has a picture in it, or some more rich text (which is allowed by the canned response editor), the agent can see that formatting and it works great. Then, when I go to send the message, of course the formatting is lost. This capability is documented here:, so I have no problems at this point.

    However, when I use a digital bot flow, I can send a richly formatted article from the Knowedge Base or the Canned Response toolstep on the web messenger channel.

    So, it's clear that web messenger can handle the rich text capabilities, but for some reason the agents can't leverage this. It leads to a less than desired scenario where the agents have access to all this great knowledge capability native to GC, but can't really deliver the knowledge to the customer through the web messaging channel.

    I guess I have 2 questions:

    • What is the limitation on the agent side for not being able to these rich text messages, if Web Messaging can support it?
    • Is this capability going to be added shortly (I searched the roadmap and couldn't find anything.




    Peter Stoltenberg
    TTEC Digital

  • 2.  RE: Web Messenger - Agent Response Formatting

    Posted 03-27-2023 10:00

    Hello Peter,

    Indeed, the rich-formatting of Canned Responses is not fully available when Agents try to use the response on Messaging channels.

    There's an idea here: to improve, and we likely need it for rich-text formatting, see

    Angelo Cicchitto
    Genesys - Employees

  • 3.  RE: Web Messenger - Agent Response Formatting

    Posted 03-27-2023 11:06

    Thanks for the idea links, Angelo. I couldn't find those!


    Peter Stoltenberg
    TTEC Digital

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources