Format chat messages
Use the formatting toolbar in your inbox and customer chat.
Last updated · Oct 22, 2026
Format a message
Select text and choose Bold, Italic, Strikethrough, Insert link, a list or code from the toolbar. For a link, replace the selected https:// with its destination. The same controls are available to visitors in the widget. On iOS and Android, use the formatting controls above the message field.
Use Ctrl+B or ⌘B for bold, Ctrl+I or ⌘I for italic, and Ctrl+K or ⌘K for a link on the web. Enter sends your message; Shift+Enter adds a line. The toolbar keeps your selection so you can keep editing.
Supported Markdown
Messages support bold, italic, strikethrough, explicit links, bullet and numbered lists, quotes, inline code and fenced code blocks. AI replies use the same formatting. You can type Markdown yourself or use the buttons. Text and code remain selectable and copyable; formatting survives refreshing or reopening the conversation.
HTML is displayed as text. Embedded images are shown as their description, and executable links are not activated. Use attachments to share images or files.
Internal notes
Choose Note to write for your team. Formatting does not change who can see a message: internal notes remain private and never appear in the customer widget.