Content Formatting

Best Practices for Content Formatting

Allows for information in responses to be easily digested for users and highlights areas that may be critical in answering their questions.

Editing Content

Self-publish: Edit responses, buttons, and add images.

Click here to learn how to self-publish content.

Relevancy

Season changes

Season changes: Update your content as your "season" changes. Focus on key dates and times to keep customers in the loop.

Revenue-generating Opportunities

Revenue-generating Opportunities: Generating content that users are already seeking drives toward revenue-generating opportunities.

Readability

Length

Length: Limit responses to 3-4 sentences so that the user can easily read the chat's responses.

Line & Paragraph Breaks

Line and Paragraph Breaks: Use line/paragraph breaks for a clean presentation.

Images

Images: Add images throughout the assistant to create a more engaging experience.

Buttons

Links/Buttons: Use #BUTTONS to link out to specific URLs for the user to find more information.

Better Presentation: With any formatting need (paragraph breaks, bold, etc.) use #MARKDOWN for the best presentation. #MARKDOWNcan only be used for web chat. To ensure your change has been published, open the virtual assistant in a new tab and test the changes you published to confirm the response is published on how you wanted it to look!

Markdown Formatting

Line Breaks

Line Breaks: Add spacing by using the enter key.

Bold

Bold: Add **around the part of the sentence.

Note: This only applies to channels that support MARKDOWN.

Bold + Italics

Bold + Italics: Add *** around the part of the sentence.

Bold + Italics Example

Underline

Underline: Add _ to the beginning of the underlined text, and to the end of the text that you are looking to underline.

Underline Example

Clickable Addresses: Type #MARKDOWN at the top of the text box. Then, follow the examples below respectively.

Linked Phone Example:

[555-123-4567](tel:[phone])

[555-123-4567, option 2](tel:[phone],2)

Linked Email Example:

[[e-mail]](mailto:[e-mail])

Note: Markdown formatting elements only apply to webchat (app/web) pages. Facebook/Google/ABC/SMS do not accept formatting.