Enable formatted messages
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
Your agents can send and receive messages formatted using Markdown.
To enable your agents to send and receive formatted messages
In Dynamics 365, go to one of the apps, and perform the following steps.
- In the site map, in Agent experience, select Productivity.
For Message formatting, select Manage.
In the Markdown settings area under Omnichannel Configuration, set the Turn on Markdown toggle to Yes.
Select Save & Close.
Next steps
See also
Support for formatted messages
Markdown formats in custom channels that use Direct Line
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