Formatting rich text and markdown in Virtual AgentSummaryThere has been a considerable change in the platform on how rich text and markdown formatted text and rendered in the Virtual Agent window for the end-user. There have been multiple use cases where the agent tries to sent formatted text to the end-user. However, the end-user gets the message, but the formatting is not retained. With the latest San Diego release, the formatting is retained for the end user. Please check the comparison from Quebec to San Diego on the most common formats used by agents to send a message. On the Quebec instance, from the workspace type the below 2 messages: Message 1: message from agent- message 1- message 2- message 3 End user sees the message as:message from agent - message 1 - message 2 - message 3 Message 2:[code]<p>message from agent </p><ul><li>message 1 </li><li>message 2 </li><li>message 3</li></ul>[/code] End user sees the message as:[code]<p>message from agent </p><ul><li>message 1 </li><li>message 2 </li><li>message 3</li></ul>[/code] On the Rome instance, from the workspace type the below 2 messages: Message 1: message from agent- message 1- message 2- message 3 End user sees the message as:message from agent - message 1 - message 2 - message 3 Message 2:[code]<p>message from agent </p><ul><li>message 1 </li><li>message 2 </li><li>message 3</li></ul>[/code] End user sees the message as:message from agent message 1message 2message 3 On the Quebec instance, from the workspace type the below 2 messages: Message 1: message from agent- message 1- message 2- message 3 End user sees the message as:message from agent- message 1- message 2- message 3 Message 2:[code]<p>message from agent </p><ul><li>message 1 </li><li>message 2 </li><li>message 3</li></ul>[/code] End user sees the message as:message from agent message 1message 2message 3Related LinksMessageQuebecRomeSan Diego Message with rich text: message from agent- message 1- message 2- message 3 Message with markdown formatting: code]<p>message from agent </p><ul><li>message 1 </li><li>message 2 </li><li>message 3</li></ul>[/code The [ for opening code tag, and ] for closing code tag have been removed to avoid formatting on the current page.