Plan requirement
| App | Embeds |
| Subscription | Any Zendesk Support plan |
| Access | Agent |
Previews need rich text, so they arrive intact by email and turn into something simpler on channels that cannot show them.
Where they work
Email and the help centre handle rich text, so the preview arrives as you built it: image, title, description, all linked.
Where they are reduced
Chat and messaging in Zendesk do not support rich text. The content still goes out, but as an attached image with a separate link next to it, and how that lands depends on the channel.
The customer gets the picture and the link. They do not get the neat box.
Where the app does not appear at all
Channels built on the Channel Framework, such as Google My Business, have no rich text to put a preview into. The app is not offered in the editor there, which is the app telling you the truth rather than failing quietly.
What to do about it
On a channel without rich text, write the link into a sentence that explains what it is. A bare URL with no context asks the customer to guess, and the preview was doing that explaining for you.
Comments
0 comments
Article is closed for comments.