{"id":483,"date":"2021-11-11T09:29:00","date_gmt":"2021-11-11T09:29:00","guid":{"rendered":"https:\/\/helpcrunch.com\/news\/?p=483"},"modified":"2026-04-01T08:04:11","modified_gmt":"2026-04-01T08:04:11","slug":"rich-message-formatting","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/news\/rich-message-formatting\/","title":{"rendered":"\ud83d\udcac Rich message formatting for smooth customer communication"},"content":{"rendered":"\n<p>We&#8217;ve recently updated the text editor in an agent\u2019s chat so that your customer communications are more comfortable and structured.<\/p>\n\n\n\n<p>Our inline message editor helps you write and fine-tune chat or email messages that you send to customers so that every link, image, or attachment looks more natural.<\/p>\n\n\n\n<p>The key changes involve:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Adding images <strong>right to the chat or email body<\/strong> by drag-and-drop<\/li><li>Adding files and images as attachments in the email or chat body<\/li><li>Sending knowledge base articles with the article title shown as a link in the chat or email body&nbsp;<\/li><li>Using the abovementioned functionalities for notes.<\/li><\/ul>\n\n\n\n<p>Not only do these features look more structured in an agent\u2019s chat window, but they also look the same in the chat widget (which is even more important for a smooth customer experience).<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2022\/07\/HTML-message-editor-EN-1024x682.png\" alt=\"Add images, attachments, knowledge base articles to the body of a chat or email\" class=\"wp-image-487\" srcset=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2022\/07\/HTML-message-editor-EN-1024x682.png 1024w, https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2022\/07\/HTML-message-editor-EN-300x200.png 300w, https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2022\/07\/HTML-message-editor-EN-768x512.png 768w, https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2022\/07\/HTML-message-editor-EN-1536x1023.png 1536w, https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2022\/07\/HTML-message-editor-EN-2048x1364.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>We&#8217;ve recently updated the text editor in an agent\u2019s chat so that your customer communications are more comfortable and structured. Our inline message editor helps you write and fine-tune chat or email messages that you send to customers so that every link, image, or attachment looks more natural. The key changes involve:&nbsp; Adding images right [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":489,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-483","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\ud83d\udcac Rich message formatting for smooth customer communication<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\ud83d\udcac Rich message formatting for smooth customer communication\" \/>\n<meta property=\"og:description\" content=\"We&#8217;ve recently updated the text editor in an agent\u2019s chat so that your customer communications are more comfortable and structured. 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The key changes involve:&nbsp; Adding images right [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/helpcrunch.com\/news\/rich-message-formatting\/\" \/>\n<meta property=\"og:site_name\" content=\"Helpcrunch News\" \/>\n<meta property=\"article:published_time\" content=\"2021-11-11T09:29:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-01T08:04:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2022\/07\/HTML-editor-featured.png\" \/>\n\t<meta property=\"og:image:width\" content=\"730\" \/>\n\t<meta property=\"og:image:height\" content=\"362\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Pavlo Pavlenko\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Pavlo Pavlenko\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/helpcrunch.com\/news\/rich-message-formatting\/\",\"url\":\"https:\/\/helpcrunch.com\/news\/rich-message-formatting\/\",\"name\":\"\ud83d\udcac Rich message formatting for smooth customer communication\",\"isPartOf\":{\"@id\":\"https:\/\/helpcrunch.com\/news\/#website\"},\"datePublished\":\"2021-11-11T09:29:00+00:00\",\"dateModified\":\"2026-04-01T08:04:11+00:00\",\"author\":{\"@id\":\"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/fa11d355213e8a1f7375c9f6c84d7ef6\"},\"breadcrumb\":{\"@id\":\"https:\/\/helpcrunch.com\/news\/rich-message-formatting\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/helpcrunch.com\/news\/rich-message-formatting\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/helpcrunch.com\/news\/rich-message-formatting\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/helpcrunch.com\/news\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"\ud83d\udcac Rich message formatting for smooth customer communication\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/helpcrunch.com\/news\/#website\",\"url\":\"https:\/\/helpcrunch.com\/news\/\",\"name\":\"Helpcrunch News\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/helpcrunch.com\/news\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/fa11d355213e8a1f7375c9f6c84d7ef6\",\"name\":\"Pavlo Pavlenko\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/61c7c8b1f39e7edc8c11c71186c1946b?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/61c7c8b1f39e7edc8c11c71186c1946b?s=96&d=mm&r=g\",\"caption\":\"Pavlo Pavlenko\"},\"url\":\"https:\/\/helpcrunch.com\/news\/author\/pavlo\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"\ud83d\udcac Rich message formatting for smooth customer communication","robots":{"index":"noindex","follow":"follow"},"og_locale":"en_US","og_type":"article","og_title":"\ud83d\udcac Rich message formatting for smooth customer communication","og_description":"We&#8217;ve recently updated the text editor in an agent\u2019s chat so that your customer communications are more comfortable and structured. 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