About rich-text formatting in messaging conversations

Rich-text formatting adds structure to messages displayed to users in the messaging Web Widget, mobile SDKs, and Agent Workspace. Rich-text formatting is automatically applied to generated responses in messaging conversations, and can be used by admins when creating AI agent messages. Additionally, rich text messages can be sent by using ourSunshine Conversations API, or by third-party bots.


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Rich-text formatting adds structure to messages displayed to users in the
messaging Web Widget, mobile SDKs, and Agent Workspace. Rich-text formatting is
automatically applied to generated responses in messaging conversations, and can be used
by admins when creating AI agent messages. Additionally, rich text messages can be sent
by using our Sunshine Conversations API, or by third-party
bots.
This article explains how rich-text formatting can be used in messaging conversations,
and provides examples of how rich-text formatting appears in the Web Widget, mobile
SDKs, and Agent Workspace. For information on rich-text formatting in the ticket
composer, see Rich text formatting options reference.
This article includes the following topics:


Requirements and limitations for rich-text formatting in messaging conversations
Supported rich-text formatting




Requirements and limitations for rich-text formatting in messaging conversations

Your account must meet the following requirements to apply and display rich-text
formatting in messaging conversations:


Advanced AI agents: Activate rich messaging to use
rich-text formatting in pre-defined messages in dialog builder.
Mobile SDK: Messaging iOS or Android SDKs v2.30.0 or later. Older versions
of the SDKs don't support rich-text messages.


Currently, this feature has the following limitations:


End users can’t apply rich-text formatting to their messages.
Rich-text messages are not supported in the Zendesk Unity SDK or some
third-party social channels. Rich-text formatting is supported in social
channels that provide rich-text formatting. For example, WhatsApp.
Inline images are not supported.





Supported rich-text formatting

To send rich text messages with the Sunshine Conversations API, you can use either the HTML
tags in the table below or markdown. See our developer documentation for information on sending
messages with rich text using the API.







Format
Supported tags
Example




Bold
,



Italics
,



Underline
,



Strikethrough
,



Hyperlink


Web Widget:
Mobile:

Agent
workspace:




Numbered list
,



Bullet list
,



Nested lists
, ,



Headings
, , , , ,



Code block


Web Widget:
Mobile:

Agent
workspace:




Quote




Other common HTML tags
, ,
n/a






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