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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Chat formatting issues...
Service | Customer Service, Contact Center, Fie...
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Chat formatting issues: missing line breaks and broken link display?

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Posted on by DanNewton 70

Over the last few days we have seen an unhelpful change in how chat messages are displayed across two separate D365 environments. Messages from agents and external users no longer keep their line breaks. Instead of showing messages in the clear, structured format users type them in, the system now compresses everything into one continuous line. This makes longer messages much harder to read and slows agents down when trying to parse information quickly.

We have also noticed that URLs added by agents no longer appear as clickable links on the agent side, this leads agents to assume the link has failed and then ask customers to copy and paste it. This gets surprisingly disruptive when you are handling customer chats all day.

I am interested to know whether anyone else is running into the same behaviour or has seen any sign that Microsoft has acknowledged it? We have raised a support ticket, though experience suggests it will be two or three weeks before it gets anywhere useful, if it even does.

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Dynamics 365 Contact Center
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  • Verified answer
    Daniyal Khaleel Profile Picture
    Daniyal Khaleel 764 Most Valuable Professional on at
    This behavior is not configuration-related.
    It is almost certainly caused by a recent Microsoft platform update that changed the rich-text formatting handling inside the Conversation panel (Omnichannel/Contact Center).
    Microsoft recently pushed updates to:
    • Channel message formatting components
    • Security/HTML sanitization filters
    • Text rendering controls
    As part of these updates, HTML sanitization became stricter, which resulted in:
    • Line breaks (\n, <br>, <p>) being removed
    • Automatic hyperlink detection being disabled or filtered
    • Messages being rendered as plain text instead of formatted text
    This has been reported by several customers globally. It is a known regression even if Microsoft has not yet posted a public advisory.
  • DanNewton Profile Picture
    DanNewton 70 on at
    Thanks @Daniyal Khaleel, this is genuinely helpful and aligns with what we are seeing.
     
    The response from support so far has been to enable markdown as a workaround. What remains unexplained is why something positioned as an optional feature is now effectively required just to restore basic formatting such as line breaks and link rendering.

    The wider issue for us is that we have downstream processes and integrations built around chat transcripts. While we fully accept that Microsoft does not support those integrations, the dismissive guidance to "just enable markdown" ignores the impact. Enabling it changes message formatting and means existing processes must be reviewed, retested and potentially reworked for a feature we do not want, have never needed, and still do not know whether is required only as a workaround for a regression or as an intended behaviour.

    Appreciate you sharing the insight and context, which at least points toward this being an unexpected regression.
  • Ladjecamis Profile Picture
    Ladjecamis 8 on at
    I also encountered this issue after the latest Contact Centre updates. Chat messages are displayed as solid text without line breaks, and links are no longer clickable, which significantly complicates the work of agents. It seems that this is related to changes in formatting processing or HTML sanitisation. It would be helpful to know if Microsoft is planning an official fix or recommending a workaround.

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