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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.
