Why do I see weird characters when I insert a canned message into a chat?

Canned messages support HTML, which allows you to send fancy things like lists and hyperlinks to guests. If a canned message includes HTML, the operator will see the full HTML after the canned message is inserted into the typing area of a chat within the webclient for staffing. The operator is allowed to see the full HTML at this point because this provides the operator an opportunity to modify the HTML if desired before the message is sent to the guest.

After the canned message is sent, the guest won't see the mark-up because the guest-facing chat box interprets the HTML mark-up appropriately.

Sometimes mark-up is unintentionally added to a canned message when the message is first created or later edited. Usually this happens when you copy content from another rich text editor (like Microsoft Word) into the canned message editor (also a rich text editor). Many times, this mark-up is not desired because it obfuscates the message for the operator and adds no real value.

If you copy content from another source into the canned message editor and do not wish to preserve the original formatting, there are two options.

1. If you happen to use Chrome, you can use the "Paste and Match style" option.
2. You can use the  "Raw mode" button in the editor; if you click "Raw mode" and then paste the formatting will not carry over and the pasting will work exactly as it used it since the "Raw mode" editor is not a Rich Text editor.

FAQ URL: