It is possible to use a limited range of HTML tags when constructing Canned Messages.
Canned Messages are created as Predefined Content (go to the Engagement Portal, Campaign Builder, and click on Predefined Content):
In canned messages, you can use a limited set of HTML tags to do some formatting and include hyperlinks, as in the following example:
This is a canned message with HTML content. <b>Bold!</b>,<i>italic</i>, <s>strike-through</s> and <a href="https://support.liveassistfor365.com/hc/en-us">an example of a link</a>
An Agent can select a canned message by typing /c during an engagement and selecting the appropriate message from the list presented:
The Agent will see the message including any included HTML:
Important: An Agent should not modify canned messages with HTML. Doing so will cause the HTML to be included as plain-text when sent to the visitor, which is unsightly.
When an agent sends a canned message with HTML tags, the visitor will see the following message:
As an Agent, to send a hyperlink in a chat message use the full URL: https://support.liveassistfor365.com/
URLs without a protocol will not be sent as a hyperlink.
As shown in the earlier example, canned messages need to use anchor tags to send hyperlinks.