Markdown language is not supported in Connect Chat & Virtual Agent conversations


Description

Converting Markdown language would not work the same as it does for HTML.

Markdown is a lightweight markup language with plain text formatting syntax.

Its design allows it to be converted to many output formats, but the original tool by the same name only supports HTML.

Markdown is often used to format readme files, for writing messages in online discussion forums, and to create rich text using a plain text editor.

Release or Environment

All currently supported releases.

Instructions

Using Markdown to format the text in work notes, additional comments field will show up correctly in activities filtered.

But it will not work the same on other products, for ex - Connect Chat.

The connect chat would show up like this:

Using Markdown in work notes or additional comments will show the encoded text within [code]....[/code] tag blocks.

Additional Information

The same applies for Virtual Agent as well.

If a user is trying to view any comments or work notes within the virtual agent application, the user would see [code]....[/code] tag blocks.

This signifies that it is a markdown language.

Upon clicking it will open with the VA application frame and not on a new browser tab.

Suggested Workaround 1: If you wish to use markdown in VA Conversations or Connect Chat, you need to right-click and open the link in a new tab.
Suggested Workaround 2: If you wish to embed a hyperlink in the comments or work notes section of a record, you need to pass the markdown language as below:

[add the 'code' tag here]<a href="https://www.w3schools.com" target="_blank">Visit W3Schools.com!</a>[end the '/code' tag here]

If you are not adding target="_blank" in the link above, it will not open a new tab. The link will open in the same frame as VA/Connect Chat.