Problem

Currently, the Send customised email action is unable to send the value of {{agentResponse}} in HTML format.

The smart value returns the text response from an agent. Refer to the documentation: Automation smart values - Rovo agents

Suggested Solution

Allow an option to send the value of {{agentResponse}} in HTML format. If the agent response is returned in HTML format, allow the automation action to retain it in the email notifications.

Why This Is Important

The email notification becomes difficult to read and understand as the agent response is all squashed into one paragraph without any line breaks and proper formatting.

Workaround

Explore the following alternative options:

1. Send the email as plain text. Paragraph ends are respected here, so the agent response won't be grouped together. Use Plain Text in the Content format of the Send customised email action.
2. Add <pre> </pre> tags around the agent response. This tells browsers to treat this as 'preformatted'. The font will be changed to a fixed-width font, and paragraph endings will be respected. Use HTML in the Content format of the Send customised email action and change the current smart value to this: <pre>{{agentResponse{}}}</pre>
3. Ask the Rovo agent to generate a response in HTML. Then, use the custom email to send it in HTML format including the agent response. 
   For example: Add the following to the end of the Instructions in the Default scenario (or an alternative scenario if applicable):

   …

   Convert your output to HTML without inserting unnecessary newline characters. Do not use horizontal lines to separate sections.