The issue we've been experiencing is while using Legacy Chat/Web Widget Classic/Zopim and we're using the chat's self-serve option. When the user uses the search and finds articles within the chat experience, the articles aren't always displaying correctly within the chat. What we've discovered is how the chat will not display specific formatting that has been used in the articles, like tabs or tables. This formatting is tide to the theme we are using. The theme is from the Zendesk marketplace. We've spoken with the theme developers and they point the limitation of the chat system, saying the chat removes formatting except for the most basic formatting.
Here are two examples to help illustrate the issue we face. (See jpegs)
It would be great to have the chat widget handle this type of formatting.
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