Use the rich text toolbar to format text in a message interaction

AI-generated summary

Genesys Cloud provides a rich text toolbar for formatting text in message interactions across Facebook, Web messaging, and WhatsApp channels. Users access the toolbar by clicking the Toolbar button below the interaction window, with formatting options varying by channel. Common features across all channels include Bold, Italic, Strikethrough, and Monospace text formatting, plus Undo, Redo, and Erase functions. Web messaging additionally supports text highlighting, hyperlinks, and code blocks. WhatsApp supports bulleted lists, numbered lists, quoted text, and code blocks. All channels support markdown syntax for formatting. Users can expand the text entry window using the Resize feature. Channel-specific documentation is available for detailed formatting guidance on each platform. Note that messenger markdown editor support is temporarily disabled, with updated availability information available on the Genesys Cloud Features coming soon page.

Feature coming soon. Support for the messenger markdown editor is temporarily disabled. Please check for updated availability information.

To format text in a message interaction, use the rich text toolbar:

To access the toolbar, below the interaction window, click Toolbar .

Notes:

Different options appear on the toolbar depending on the message channel.
To scroll to the bottom of the message, click Scroll to bottom . This functionality is not tab accessible. However, you can access the functionality using the key combinations for your operating system:
- MacOS keyboard shortcut: Command+the Down arrow keys
- Windows keyboard shortcut: Page down or Ctrl+End keys

FacebookClick to expand

The Genesys Cloud rich text toolbar for Facebook messages

To format text, select the text that you want to format and click one of the following:

For bold text, click Bold .
For italic, click Italic .
For strikethrough text, click Strikethrough .
For monospaced text, click Monospace.
For a code block, click Code .
To undo the last action, click Undo .
To redo the last action, click Redo .
To delete all, click Erase .

Note: You can also use the markdown syntax for Facebook. For more information, see .

Web messagingClick to expand

The Genesys Cloud rich text toolbar for Web messaging messages To format text, select the text that you want to format and click one of the following:

For bold text, click Bold .
For italic, click Italic .
For strikethrough text, click Strikethrough .
For monospaced text, click Monospace.
To highlight text, click Highlight .
For a codebook, click Code .
For a hyperlink, click Link .
To undo the last action, click Undo .
To redo the last action, click Redo .
To delete all, click Erase .

Note: You can also use the markdown syntax for Web messaging. For more information, see .

WhatsappClick to expand

The Genesys Cloud rich text toolbar for Whatsapp messages To format text, select the text that you want to format and click one of the following:

For bold text, click Bold .
For italic, click Italic .
For strikethrough text, click Strikethrough .
For monospaced text, click Monospace.
For a bulleted list, click Unordered list .
For a numbered list, click Ordered list .
For a code block, click Code .
For quoted text, click Quote
To undo the last action, click Undo .
To redo the last action, click Redo .
To delete all, click Erase .

Note: You can also use the markdown syntax for WhatsApp. For more information, see .

Note: To expand the text entry window, click and pull Resize .

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Use the rich text toolbar to format text in a message interaction