Enhanced Chat Editor and FAQs

We have enhanced our Chat editor and FAQ for 8x8 8x8 Contact Center chat channel. The chat editor in 8x8 Agent Console allows you to insert rich media FAQs directly into the messages and share with customers during a chat interaction. Alternatively, you can insert them as a link to HTML content. The chat editor supports regular text formatting, images, and links.

To insert an FAQ response during a live chat, go to Help > FAQ from the Control Panel menu, search for relevant information, and click Send in the live chat.

Note: Tables and more complex HTML elements or content are not supported by the editor, and will always be inserted into the chat as a link to the HTML content.

HTML Tags in Chat Editor


Type HTML Tags
Supported tags (inserted directly)
  • Text Formatting: <div>, <article>, <blockquote>, <h1>, <h2>, <h3>, <h4>, <h5>, <h6>, <p>, <span>, <i>, <b>, <u>, <sub>, <sup>, <em>
  • Links: <a>
  • Lists: <ul>, <ol>, <li>, <dd>, <dl>, <dt>
  • Images: <img>
  • Other tags: <hr>, <br>
Not supported tags (inserted as link) <table>, <tr>, <thead>, <td>