Rich-text formatting adds structure to messages displayed to users in the messaging Web Widget, mobile SDKs, and Agent Workspace. It is automatically applied to AI agent-generated responses in messaging conversations. Additionally, rich text messages can be sent by using our Sunshine Conversations API, or by third-party bots.
This article xplains 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.
This article includes the following topics:
Requirements and limitations for using rich-text formatting
Your account must meet the following requirements to apply rich-text formatting in messaging conversations:
- Mobile SDK: Messaging iOS or Android SDKs v2.30.0 or later. Older versions of the SDKs don't support rich text messages.
- Agent Workspace: The improved messaging backend.
Currently, this feature has the following requirements and limitations:
- Rich-text formatting is applied only to AI-generated text in messaging conversations. Users can’t apply rich-text formatting to their messages. However, agents can add formatting to internal comments on tickets.
- Rich text messages are not supported in the Zendesk Unity SDK or social channels. In these channels, messages will appear as plain text.
Supported rich-text formatting
To send rich text messages with the Sunshine Conversations API, you can use either HTML tags or markdown. See our developer documentation for information on sending messages with rich text using the API.
The table below lists the rich-text formatting available in supported channels.
| Format | Supported tags | Example |
|---|---|---|
| Bold | <strong>, <b> |  |
| Italics | <em>, <i> |  |
| Underline | <u>, <ins> |  |
| Strikethrough | <s>, <del> |  |
| Hyperlink | <a> |
Web Widget: 
Mobile:
Agent workspace:
|
| Numbered list | <ol>, <li> |  |
| Bullet list | <ul>, <li> |  |
| Nested lists | <ol>, <ul>, <li> |  |
| Headings | <h1>, <h2>, <h3>, <h4>, <h5>, <h6> |  |
| Code block | <code> |
Web Widget: 
Mobile:
Agent workspace:
|
| Quote | <q> |  |
| Other common HTML tags | <p>, <br>, <span> | n/a |
2 comments
Alan Pugh
This is a great addition! When adding an article link via Knowledge panel, this is still coming across as plaintext with the long URL. Making this work similar to non-messaging channels would be a great next step!
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Onur Okutan
Thanks for your feedback! We're glad to hear you're happy with this addition.
Improving how article links are displayed in conversations when inserted via the Knowledge panel is something we have in our backlog for a later date. Stay tuned to our What’s New page for updates on new features and enhancements!
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