Genesys Cloud - Main

In this video, @Santosh Bhandari talks about how administrators can now enable a channel-aware markdown editor with a formatting toolbar in the messaging component, making it easier for agents to apply markdown consistently across channels. While web messaging previously supported markdown through syntax, the new toolbar simplifies formatting and extends agent-side formatting support to WhatsApp and Facebook Messenger. In addition, agents now have access to a resizable text input field across all messaging sub-channels, providing a consistent, channel-less experience and allowing agents to adjust their workspace based on the length and complexity of each conversation.

Release Notes - https://help.genesys.cloud/release-notes/genesys-cloud/march-23-2026/#extended-markdown-in-messaging-channels

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