In the D365 Customer Service Admin Center app, the Rich Message feature does not allow configuration or customization for custom channels. Currently, it is limited to supported out-of-the-box live chat channel, preventing organizations from leveraging rich messages in conversations received through custom channels.

The product should provide the capability to configure or customize the Rich Message feature for custom channels as well. This would enable agents to use rich messages effectively in chats originating from custom channels, ensuring a consistent and enhanced customer engagement experience across all channel types.