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

AI-generated summary

Genesys Cloud provides comprehensive text formatting capabilities for messaging interactions across multiple channels including Facebook, Web messaging, WhatsApp, and Messenger. The platform offers a rich text toolbar accessible within the interaction window that displays formatting options tailored to each channel's capabilities. Core formatting features available across all supported channels include Bold, Italic, Strikethrough, Monospace text, Undo, Redo, and Erase functions. Web messaging extends these capabilities with text highlighting, hyperlinks, and code blocks. WhatsApp supports additional formatting options including bulleted lists, numbered lists, quoted text, and code blocks. All channels support markdown syntax for text formatting, though users cannot simultaneously combine markdown syntax with toolbar formatting within a single message. The platform includes interface enhancements such as a Resize feature to expand the text entry window and a Scroll to bottom function accessible through keyboard shortcuts (Command+Down arrow for MacOS; Page Down or Ctrl+End for Windows). Beyond formatting, Genesys Cloud encompasses broader messaging capabilities including agent interaction tools for accepting and completing interactions, SMS message response functionality, and the Communication Sequence Builder for creating customized outputs. Users can access comprehensive channel-specific documentation for detailed formatting guidance, community support resources, and suggested articles on messaging workflows. The platform currently has messenger markdown editor support temporarily disabled, with updated availability information available on the Genesys Cloud Features coming soon page. Related documentation covers messaging , agent interactions, interaction acceptance and response procedures, and digital interaction transfers to support various messaging workflows

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.
You cannot mix markdown syntax with toolbar formatting.
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

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

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

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

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