Currently, only plain text is supported in Agent replies for both in-app and email responses. This limitation also applies to FAQs inserted into Issues as predefined answers. Any formatting or images in those FAQs will be lost or converted to plain text once inserted into a conversation.

As a workaround, you can use deep linking to link directly to an in-app FAQ that has the rich text or HTML elements you need to display, or provide a permalink to the FAQ. If you need to provide images, you can also attach images directly from the Dashboard as part of the Agent reply.

To learn more about these options, please see the following FAQs: