Plan requirement
| App | Embed |
| 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.
On which channels do link previews work?
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
Messaging does handle rich text, so bold, italic, underline, strikethrough and links all survive. What it does not handle is inline images, and the image is the whole point of a preview box.
So the content still goes out, but as an attached image with a separate link beside it, and how that lands depends on the channel. Rich text is also unsupported in the Zendesk Unity SDK and in some third-party social channels.
The customer gets the picture and the link. They do not get the neat box.
Why does the app 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.
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