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Enable formatted messages

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Your agents can send and receive messages formatted using Markdown.

To enable your agents to send and receive formatted messages

  1. In the site map of Customer Service admin center or Contact Center admin center, in Agent experience, select Productivity.

  2. For Message formatting, select Manage.

  3. In the Markdown settings area under Omnichannel Configuration, set the Turn on Markdown toggle to Yes.

  4. Select Save & Close.

Next steps

Markdown formats for agents

Support for formatted messages
Markdown formats in custom channels that use Direct Line