# Rich content in visitor chat

Present chat replies as text, cards, lists and store content, with text alternatives when interactive content cannot be displayed.

*Release 3.3 · developer, operator, visitor*

**Settings › Chat › Themes**

## What it is

**Rich Content** displays structured information inside a chat message. A reply can contain formatted text, a card, a list or store information instead of a plain paragraph. Product and order cards provide specialised commerce views.

## Who uses it and why

Operators share supported content with visitors. Visitors browse cards and use the actions offered by the integration. Developers work with Powerfront to connect content and supported interactions.

## Where to find it

Content appears in the conversation. Appearance is configured by a user with the **Settings** role in **Settings › Chat › Themes**, under **Rich Content**.

## How it works

INSIDE receives the structured content with the message and displays the matching card or list. Standard cards can show a title, description, image and link. Store cards use store information in the same card presentation.

Lists can use a carousel, grid or flexible layout. Available links and actions depend on the content type and connected integration.

If the required content display is not ready, a loading placeholder can appear. INSIDE can then replace it with the content or show its text alternative. Content restricted to operators is excluded from the visitor version; customer cards are for operators.

## Configure it

Ask a user with the **Settings** role to open the theme's **Rich Content** section. Adjust card image and text settings, then choose the list **Layout** and navigation options. Product and order appearances use their selected reusable configurations.

For custom content, work with Powerfront to establish the content format, visitor and operator audiences, text alternatives and supported actions. Supplying a card does not by itself connect its buttons to an external service.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Width | Settings › Chat › Themes › Rich Content › Settings | website | 160 pixels in the card editor | Settings role | Set standard card width, from 100 to 320 pixels. |
| Description Lines | Settings › Chat › Themes › Rich Content › Settings | website | 0 in the card editor | Settings role | Set how many description lines standard cards display, from 0 to 3. |
| Image Ratio | Settings › Chat › Themes › Rich Content › Settings | website | Square in the card editor | Settings role | Choose Square, Portrait, Landscape or Original image proportions. |
| Image Fit | Settings › Chat › Themes › Rich Content › Settings | website | Cover in the card editor | Settings role | Choose whether the image fills or fits inside its display area. |
| Layout | Settings › Chat › Themes › Rich Content › Settings | website | Carousel in the list editor | Settings role | Display a list as a Carousel, Grid or Flex layout. |
| Show Carousel Navigation | Settings › Chat › Themes › Rich Content › Settings | website | On in the list editor | Settings role | Display navigation controls for carousel lists. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Configure Rich Content appearance in themes. |

## Limits and good to know

- Visitor and operator views can differ. An operator's private customer view is not a visitor profile card.
- Standard rich-content links permit web addresses using HTTP or HTTPS. Unsupported links may be omitted.
- A missing renderer or unsupported content version can result in fallback text rather than an interactive card.
- Printed transcripts convert visual rich content to text. Printed output does not preserve interactive actions.
- Card and list editor defaults apply to their controls; product and order configurations have additional presentation rules.

## Depends on and works with

### This feature uses

- **Requires** [Messages and rich content](CHAT-002.md): Rich content is delivered as part of conversation messages.
- **Requires** [Visitor chat pane](VX-002.md): The visitor chat pane renders the rich messages or their text alternatives.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The visitor's theme supplies card and list appearance.
- **Works better with** [Rich content in AI replies](AI-026.md): AI replies can supply structured content and choices.
- **Works better with** [Product cards in visitor chat](VX-019.md): Product cards add commerce content and supported product interactions.
- **Works better with** [Order cards in visitor chat](VX-020.md): Order cards add protected order information.
- **Works better with** [Email and print transcripts for visitors](VX-022.md): Printed transcripts use text alternatives for visual cards.

### Used by

- **Required by** [Product cards in visitor chat](VX-019.md): Product cards use rich-content message rendering.
- **Required by** [Order cards in visitor chat](VX-020.md): Order cards use rich-content messages.
- **Required by** [Product card configuration and shopping actions](COM-014.md): Rich messages display product cards.
- **Enhances** [Messages and rich content](CHAT-002.md): Rich content modules add supported cards and interactive content to messages.
- **Enhances** [Visitor chat themes and branding](VX-003.md): Rich content adds cards and lists to the themed conversation.
- **Enhances** [Email and print transcripts for visitors](VX-022.md): Rich-content cards provide text alternatives for printing.
- **Enhances** [Streaming AI replies for visitors](VX-030.md): Replies can include supported rich content alongside text.
- **Enhances** [Legacy chat pane settings](VX-032.md): Rich messages have compatibility rendering in older panes.
- **Enhances** [Previous chat history for visitors](VX-033.md): Supported rich messages appear within the conversation.

## FAQ and troubleshooting

### Why does the visitor see text instead of a card?

The pane may be using a fallback because the content type or renderer is unavailable. Check the active pane and integration with Powerfront.

### Why does a card button do nothing useful?

The corresponding action must be supported by the integration. Check the action's setup and any displayed error; a visual button alone does not guarantee an external action is available.

### Why can an operator see information that the visitor cannot?

Content has an intended audience. Private customer and administrative information is excluded from visitor cards.

### Why are cards plain text in a printed transcript?

Printing uses their text alternatives so the transcript remains readable without the interactive card display.