What rich text does in Salesforce embedded service chats
Rich text in Salesforce embedded service deployments lets you and your customers format messages with bold, italics, links, lists, and other styling — the same way you'd format an email or document. Without it enabled, all messages appear as plain text with no formatting options.
When you enable rich text, both your support agents and customers see a toolbar in the chat window with formatting buttons. A customer can bold important details in their message, or you can send a numbered list of troubleshooting steps instead of a paragraph. The formatting shows up on both sides of the conversation.
This matters because plain text can be harder to read and understand, especially when you're sending instructions, lists, or anything that benefits from visual separation. Rich text also makes chats feel less robotic and more like a real conversation.
Key Takeaways
- Rich text is turned on in Salesforce through the Embedded Service Deployment settings, not in individual chat windows.
- You need administrator access to your Salesforce org to enable or disable rich text for your deployment.
- Once enabled, both agents and customers see formatting buttons in the chat interface automatically.
- Rich text formatting includes bold, italics, underline, links, bullet lists, and numbered lists.
Where to find the rich text setting in Salesforce
Log into your Salesforce org as an administrator. Go to Setup (the gear icon in the top right), then search for "Embedded Service Deployments" in the search box.
Click on the name of the deployment you want to edit. You'll see a list of settings organized into sections. Look for the Chat section — this is where messaging options live. If you don't see a Chat section, your deployment may be set up for a different channel (like messaging or knowledge articles), and rich text may not apply.
Inside the Chat section, you'll find a checkbox or toggle labeled Enable Rich Text Formatting or Rich Text, depending on your Salesforce version. The exact wording varies, but it will mention "rich text" or "formatting".
How to enable rich text step by step
Once you've found the deployment and located the Chat section, check the box next to the rich text option. Some versions of Salesforce show this as a toggle switch instead of a checkbox — either way, you're turning it on.
Scroll to the bottom of the page and click Save. Salesforce will confirm the change was saved. The change takes effect immediately, though it may take a few minutes for the formatting toolbar to appear in live chat windows.
If you don't see the formatting toolbar in your chat after saving, refresh your browser or close and reopen the chat window. If it still doesn't appear, check that you saved the change and that you're logged in as an administrator.
What formatting options become available
Once rich text is enabled, the chat toolbar includes buttons for:
- Bold — makes text darker and thicker
- Italic — slants text to the right
- Underline — adds a line under text
- Hyperlink — turns text into a clickable link
- Bullet list — creates an unordered list with dots
- Numbered list — creates an ordered list with numbers
Not all Salesforce versions include every option. Older deployments may have fewer formatting choices. If you need a specific format and don't see the button, check your Salesforce release notes or contact Salesforce support to confirm what your version includes.
Turning rich text off if you need to
If you want to disable rich text formatting later, go back to the same deployment settings, uncheck the rich text box, and save. The formatting toolbar will disappear from chat windows within a few minutes.
You might disable rich text if your team prefers simpler conversations, if you're troubleshooting a display issue, or if you want to limit what customers can do in the chat. Disabling it doesn't delete any previously formatted messages — they'll just display as plain text going forward.
Troubleshooting: Rich text isn't showing up
If you've enabled rich text but don't see the formatting toolbar, first check that you actually saved the change. Go back to the deployment settings and confirm the checkbox is marked. If it is, save again — sometimes Salesforce requires a second save to register the change.
Next, clear your browser cache or try a different browser. Cached versions of the chat interface can prevent new settings from showing up. If you're testing in the same browser where you made the change, open an incognito or private window and test there instead.
If the toolbar still doesn't appear, check that your deployment is actually live and that you're testing it in a real chat window, not in the preview. Some Salesforce previews don't reflect all settings. If you're still stuck, contact Salesforce support with your org ID and deployment name — they can confirm whether rich text is supported in your specific setup.
Frequently Asked Questions
Does enabling rich text slow down the chat?
No. Rich text formatting is handled on the user's device, not on Salesforce servers, so it doesn't affect chat speed or performance. The toolbar appears instantly and formatting buttons respond immediately when clicked.
Can customers see formatting if they're using the chat on a mobile phone?
Yes. The formatting toolbar appears on mobile devices too, though the buttons may be arranged differently to fit a smaller screen. Customers can still bold, italicize, add links, and create lists on their phones.
What happens to formatted messages if I turn rich text off later?
Old messages keep their formatting — bold text stays bold, links stay clickable. New messages sent after you disable rich text will be plain text only. Turning rich text back on doesn't change anything about existing messages.
Is there a way to require customers to use rich text, or to prevent them from using it?
No. When rich text is enabled, it's available to both agents and customers, and you can't restrict it to one side. You can only turn it on for everyone or off for everyone in that deployment.
Do I need to enable rich text separately for each deployment?
Yes. Each embedded service deployment has its own settings. If you run multiple chat deployments, you'll need to enable rich text in each one individually if you want formatting in all of them.