Custom automated messages in Dynamics 365 Live Chat currently lack support for text formatting (e.g. Markdown/HTML), limiting how content is presented to customers. This results in plain, less engaging messages and poor handling of elements like hyperlinks, which are shown as full raw URLs rather than clean, clickable text.

Introducing basic formatting capabilities (bold, spacing, hyperlinks, etc.) would significantly improve readability, professionalism, and alignment with organisational branding—helping deliver a more polished and consistent customer experience.

Additionally, expanding customisation options for how automated messages are displayed in the chat widget would give organisations greater control over tone and presentation across their digital channels.

Finally, allowing automated message triggers to run without being visible to customers would enable backend workflows, analytics, and event tracking without cluttering the conversation.

These enhancements would improve customer experience, support stronger brand consistency, and enable more flexible, scalable automation scenarios within Live Chat.