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Copilot Studio
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PVA line breaks missing / formatting issues in Dynamics 365 Omnichannel

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Posted on by Jas09 10

Hi

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

jsrandhawa_0-1699312910666.png


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

jsrandhawa_1-1699313016196.png

 

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 Profile Picture
    Jas09 10 on at

    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.

    jsrandhawa_0-1700519119241.png
    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.


     

     

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