PVA line breaks missing / formatting issues in Dynamics 365 Omnichannel

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Posted on by Jas09

Hi

We've noticed an issue when a PVA bot appears to render line breaks correct in PVA workspaces / demo site

However, when we connnect the bot to Omnichannel and test all the line breaks are missing?

In the above the line break is missing for same bot connected to Omnichannel after the Hello, text.

Is this the expected behaviour as we also see issue when messages contain bullet points?

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Jas09 10 on at

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Re: PVA line breaks missing / formatting issues in Dynamics 365 Omnichannel

Just as an update and feedback from Microsoft Support. To enable Markdown in Dynamics 365 "Customer Service admin center" you need to:

Select "Productivity" under "Agent Experience
Click the "manage" button for "Message Formatting" feature
Turn on Markdown value to yes.

This will then show Markdown text in the Omnichannel chat widget!

As an aside: looking at the https://oc-cdn-public-eur.azureedge.net/livechatwidget/scripts/LiveChatBootstrapper.js file content you can also try setting tags "data-enable-newline" and "data-enable-markdown" to true - although I didn't find any documentation for this.