diff --git a/app/javascript/dashboard/assets/scss/widgets/_conversation-view.scss b/app/javascript/dashboard/assets/scss/widgets/_conversation-view.scss
index 563f43edd..d518812f1 100644
--- a/app/javascript/dashboard/assets/scss/widgets/_conversation-view.scss
+++ b/app/javascript/dashboard/assets/scss/widgets/_conversation-view.scss
@@ -3,7 +3,7 @@
   @include margin($zero);
   background: $color-woot;
   border-radius: $space-one;
-  color: $color-white;
+  color: var(--white);
   font-size: $font-size-small;
   font-weight: $font-weight-normal;
   position: relative;
@@ -11,9 +11,8 @@
   .message-text__wrap {
     position: relative;
 
-
     .link {
-      color: $color-white;
+      color: var(--white);
       text-decoration: underline;
     }
   }
@@ -88,8 +87,6 @@
     }
   }
 
-
-
   .content-box {
     text-align: center;
   }
@@ -138,7 +135,6 @@
   @include flex-weight(1);
   @include margin($zero);
   flex-direction: column;
-  // Firefox flexbox fix
   height: 100%;
   overflow-y: auto;
   padding-bottom: var(--space-normal);
@@ -164,7 +160,7 @@
       @include elegant-card;
       @include round-corner;
       background: $color-woot;
-      color: $color-white;
+      color: var(--white);
       font-size: $font-size-mini;
       font-weight: $font-weight-medium;
       margin: $space-one auto;
@@ -215,6 +211,7 @@
           color: $color-primary-dark;
         }
       }
+
     }
 
     +.right {
@@ -303,6 +300,12 @@
   }
 }
 
+.activity-wrap .message-text__wrap {
+  .text-content p {
+    margin-bottom: 0;
+  }
+}
+
 .conversation-footer {
   display: flex;
   flex-direction: column;
@@ -320,7 +323,7 @@
   .typing-indicator {
     @include elegant-card;
     @include round-corner;
-    background: $color-white;
+    background: var(--white);
     color: $color-light-gray;
     font-size: $font-size-mini;
     font-weight: $font-weight-bold;
@@ -333,3 +336,65 @@
     }
   }
 }
+
+.left .bubble .text-content {
+
+  h1,
+  h2,
+  h3,
+  h4,
+  h5,
+  h6 {
+    color: var(--color-body);
+  }
+
+  a {
+    color: var(--color-woot);
+    text-decoration: underline;
+  }
+
+  blockquote {
+    border-left-color: var(--s-300);
+
+    p {
+      color: var(--s-300);
+    }
+  }
+
+  p:last-child {
+    margin-bottom: 0;
+  }
+}
+
+.right .bubble .text-content {
+
+  h1,
+  h2,
+  h3,
+  h4,
+  h5,
+  h6 {
+    color: var(--white);
+  }
+
+  a {
+    color: var(--white);
+    text-decoration: underline;
+  }
+
+  blockquote {
+    border-left-color: var(--w-100);
+
+    p {
+      color: var(--w-100);
+    }
+  }
+
+  pre code {
+    background: var(--color-background);
+  }
+
+  p:last-child {
+    margin-bottom: 0;
+  }
+}
diff --git a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
index 163a845c5..84ddd6b15 100644
--- a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
@@ -27,7 +27,7 @@
       <p v-if="lastMessageInChat" class="conversation--message">
         <i v-if="messageByAgent" class="ion-ios-undo message-from-agent"></i>
         <span v-if="lastMessageInChat.content">
-          {{ lastMessageInChat.content }}
+          {{ parsedLastMessage }}
         </span>
         <span v-else-if="!lastMessageInChat.attachments">{{ ` ` }}</span>
         <span v-else>
@@ -47,6 +47,7 @@
 <script>
 import { mapGetters } from 'vuex';
 import { MESSAGE_TYPE } from 'widget/helpers/constants';
+import messageFormatterMixin from 'shared/mixins/messageFormatterMixin';
 
 import Thumbnail from '../Thumbnail';
 import conversationMixin from '../../../mixins/conversations';
@@ -59,7 +60,7 @@ export default {
     Thumbnail,
   },
 
-  mixins: [timeMixin, conversationMixin],
+  mixins: [timeMixin, conversationMixin, messageFormatterMixin],
   props: {
     activeLabel: {
       type: String,
@@ -129,6 +130,10 @@ export default {
       const { message_type: messageType } = lastMessage;
       return messageType === MESSAGE_TYPE.OUTGOING;
     },
+
+    parsedLastMessage() {
+      return this.getPlainText(this.lastMessageInChat.content);
+    },
   },
 
   methods: {
diff --git a/app/javascript/dashboard/components/widgets/conversation/bubble/Text.vue b/app/javascript/dashboard/components/widgets/conversation/bubble/Text.vue
index 2ffa700cb..07a595b1c 100644
--- a/app/javascript/dashboard/components/widgets/conversation/bubble/Text.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/bubble/Text.vue
@@ -1,6 +1,6 @@
 <template>
   <div class="message-text__wrap">
-    <span v-html="message"></span>
+    <div class="text-content" v-html="message"></div>
   </div>
 </template>
 
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/search/Search.vue b/app/javascript/dashboard/routes/dashboard/conversation/search/Search.vue
index 78242286a..611e77968 100644
--- a/app/javascript/dashboard/routes/dashboard/conversation/search/Search.vue
+++ b/app/javascript/dashboard/routes/dashboard/conversation/search/Search.vue
@@ -57,6 +57,7 @@
 import { mapGetters } from 'vuex';
 import { frontendURL, conversationUrl } from '../../../../helper/URLHelper';
 import timeMixin from '../../../../mixins/time';
+import messageFormatterMixin from 'shared/mixins/messageFormatterMixin';
 
 export default {
   directives: {
@@ -66,7 +67,7 @@ export default {
       },
     },
   },
-  mixins: [timeMixin],
+  mixins: [timeMixin, messageFormatterMixin],
   props: {
     show: {
       type: Boolean,
@@ -107,7 +108,8 @@ export default {
   },
   methods: {
     prepareContent(content = '') {
-      return content.replace(
+      const plainTextContent = this.getPlainText(content);
+      return plainTextContent.replace(
         new RegExp(`(${this.searchTerm})`, 'ig'),
         '<span class="searchkey--highlight">$1</span>'
       );
diff --git a/app/javascript/shared/helpers/MessageFormatter.js b/app/javascript/shared/helpers/MessageFormatter.js
index c62594b26..50dd3e227 100644
--- a/app/javascript/shared/helpers/MessageFormatter.js
+++ b/app/javascript/shared/helpers/MessageFormatter.js
@@ -1,4 +1,7 @@
+import marked from 'marked';
+import DOMPurify from 'dompurify';
 import { escapeHtml } from './HTMLSanitizer';
+
 const TWITTER_USERNAME_REGEX = /(^|[^@\w])@(\w{1,15})\b/g;
 const TWITTER_USERNAME_REPLACEMENT =
   '$1<a href="http://twitter.com/$2" target="_blank" rel="noreferrer nofollow noopener">@$2</a>';
@@ -9,41 +12,49 @@ const TWITTER_HASH_REPLACEMENT =
 
 class MessageFormatter {
   constructor(message, isATweet = false) {
-    this.message = escapeHtml(message || '') || '';
+    this.message = DOMPurify.sanitize(escapeHtml(message) || '');
     this.isATweet = isATweet;
+    this.marked = marked;
+
+    const renderer = {
+      heading(text) {
+        return `<strong>${text}</strong>`;
+      },
+      link(url, title, text) {
+        return `<a rel="noreferrer noopener nofollow" href="${url}" class="link" title="${title ||
+          ''}" target="_blank">${text}</a>`;
+      },
+    };
+    this.marked.use({ renderer });
   }
 
   formatMessage() {
-    const linkifiedMessage = this.linkify();
-    const messageWithNextLines = linkifiedMessage.replace(/\n/g, '<br>');
     if (this.isATweet) {
-      const messageWithUserName = messageWithNextLines.replace(
+      const withUserName = this.message.replace(
         TWITTER_USERNAME_REGEX,
         TWITTER_USERNAME_REPLACEMENT
       );
-      return messageWithUserName.replace(
+      const withHash = withUserName.replace(
         TWITTER_HASH_REGEX,
         TWITTER_HASH_REPLACEMENT
       );
+      const markedDownOutput = marked(withHash);
+      return markedDownOutput;
     }
-    return messageWithNextLines;
-  }
-
-  linkify() {
-    if (!this.message) {
-      return '';
-    }
-    const urlRegex = /(https?:\/\/[^\s]+)/g;
-    return this.message.replace(
-      urlRegex,
-      url =>
-        `<a rel="noreferrer noopener nofollow" href="${url}" class="link" target="_blank">${url}</a>`
-    );
+    return marked(this.message);
   }
 
   get formattedMessage() {
     return this.formatMessage();
   }
+
+  get plainText() {
+    const strippedOutHtml = new DOMParser().parseFromString(
+      this.formattedMessage,
+      'text/html'
+    );
+    return strippedOutHtml.body.textContent || '';
+  }
 }
 
 export default MessageFormatter;
diff --git a/app/javascript/shared/helpers/specs/MessageFormatter.spec.js b/app/javascript/shared/helpers/specs/MessageFormatter.spec.js
index 2afc97e92..3ac99dbdd 100644
--- a/app/javascript/shared/helpers/specs/MessageFormatter.spec.js
+++ b/app/javascript/shared/helpers/specs/MessageFormatter.spec.js
@@ -4,9 +4,25 @@ describe('#MessageFormatter', () => {
   describe('content with links', () => {
     it('should format correctly', () => {
       const message =
-        'Chatwoot is an opensource tool\nSee more at https://www.chatwoot.com';
-      expect(new MessageFormatter(message).formattedMessage).toEqual(
-        'Chatwoot is an opensource tool<br>See more at <a rel="noreferrer noopener nofollow" href="https://www.chatwoot.com" class="link" target="_blank">https://www.chatwoot.com</a>'
+        'Chatwoot is an opensource tool. [Chatwoot](https://www.chatwoot.com)';
+      expect(new MessageFormatter(message).formattedMessage).toMatch(
+        '<p>Chatwoot is an opensource tool. <a rel="noreferrer noopener nofollow" href="https://www.chatwoot.com" class="link" title="" target="_blank">Chatwoot</a></p>'
+      );
+    });
+    it('should format correctly', () => {
+      const message =
+        'Chatwoot is an opensource tool. https://www.chatwoot.com';
+      expect(new MessageFormatter(message).formattedMessage).toMatch(
+        '<p>Chatwoot is an opensource tool. <a rel="noreferrer noopener nofollow" href="https://www.chatwoot.com" class="link" title="" target="_blank">https://www.chatwoot.com</a></p>'
+      );
+    });
+  });
+
+  describe('parses heading to strong', () => {
+    it('should format correctly', () => {
+      const message = '### opensource \n ## tool';
+      expect(new MessageFormatter(message).formattedMessage).toMatch(
+        '<strong>opensource</strong><strong>tool</strong>'
       );
     });
   });
@@ -14,21 +30,31 @@ describe('#MessageFormatter', () => {
   describe('tweets', () => {
     it('should return the same string if not tags or @mentions', () => {
       const message = 'Chatwoot is an opensource tool';
-      expect(new MessageFormatter(message).formattedMessage).toEqual(message);
+      expect(new MessageFormatter(message).formattedMessage).toMatch(message);
     });
 
     it('should add links to @mentions', () => {
       const message =
         '@chatwootapp is an opensource tool thanks @longnonexistenttwitterusername';
-      expect(new MessageFormatter(message, true).formattedMessage).toEqual(
-        '<a href="http://twitter.com/chatwootapp" target="_blank" rel="noreferrer nofollow noopener">@chatwootapp</a> is an opensource tool thanks @longnonexistenttwitterusername'
+      expect(new MessageFormatter(message, true).formattedMessage).toMatch(
+        '<p><a href="http://twitter.com/chatwootapp" target="_blank" rel="noreferrer nofollow noopener">@chatwootapp</a> is an opensource tool thanks @longnonexistenttwitterusername</p>'
       );
     });
 
     it('should add links to #tags', () => {
       const message = '#chatwootapp is an opensource tool';
-      expect(new MessageFormatter(message, true).formattedMessage).toEqual(
-        '<a href="https://twitter.com/hashtag/chatwootapp" target="_blank" rel="noreferrer nofollow noopener">#chatwootapp</a> is an opensource tool'
+      expect(new MessageFormatter(message, true).formattedMessage).toMatch(
+        '<p><a href="https://twitter.com/hashtag/chatwootapp" target="_blank" rel="noreferrer nofollow noopener">#chatwootapp</a> is an opensource tool</p>'
+      );
+    });
+  });
+
+  describe('plain text content', () => {
+    it('returns the plain text without HTML', () => {
+      const message =
+        '<b>Chatwoot is an opensource tool. https://www.chatwoot.com</b>';
+      expect(new MessageFormatter(message).plainText).toMatch(
+        'Chatwoot is an opensource tool. https://www.chatwoot.com'
       );
     });
   });
diff --git a/app/javascript/shared/mixins/messageFormatterMixin.js b/app/javascript/shared/mixins/messageFormatterMixin.js
index 44c2fe212..5dacc43f4 100644
--- a/app/javascript/shared/mixins/messageFormatterMixin.js
+++ b/app/javascript/shared/mixins/messageFormatterMixin.js
@@ -6,6 +6,10 @@ export default {
       const messageFormatter = new MessageFormatter(message, isATweet);
       return messageFormatter.formattedMessage;
     },
+    getPlainText(message, isATweet) {
+      const messageFormatter = new MessageFormatter(message, isATweet);
+      return messageFormatter.plainText;
+    },
     truncateMessage(description = '') {
       if (description.length < 100) {
         return description;
diff --git a/app/javascript/shared/mixins/specs/messageFormatterMixin.spec.js b/app/javascript/shared/mixins/specs/messageFormatterMixin.spec.js
new file mode 100644
index 000000000..81f653d7f
--- /dev/null
+++ b/app/javascript/shared/mixins/specs/messageFormatterMixin.spec.js
@@ -0,0 +1,17 @@
+import { shallowMount } from '@vue/test-utils';
+import messageFormatterMixin from '../messageFormatterMixin';
+
+describe('messageFormatterMixin', () => {
+  it('returns correct plain text', () => {
+    const Component = {
+      render() {},
+      mixins: [messageFormatterMixin],
+    };
+    const wrapper = shallowMount(Component);
+    const message =
+      '<b>Chatwoot is an opensource tool. https://www.chatwoot.com</b>';
+    expect(wrapper.vm.getPlainText(message)).toMatch(
+      'Chatwoot is an opensource tool. https://www.chatwoot.com'
+    );
+  });
+});
diff --git a/app/javascript/widget/components/AgentMessageBubble.vue b/app/javascript/widget/components/AgentMessageBubble.vue
index 135c9f0e1..ec44e860d 100755
--- a/app/javascript/widget/components/AgentMessageBubble.vue
+++ b/app/javascript/widget/components/AgentMessageBubble.vue
@@ -4,7 +4,7 @@
       v-if="!isCards && !isOptions && !isForm && !isArticle"
       class="chat-bubble agent"
     >
-      <span v-html="formatMessage(message, false)"></span>
+      <div class="message-content" v-html="formatMessage(message, false)"></div>
       <email-input
         v-if="isTemplateEmail"
         :message-id="messageId"
@@ -133,3 +133,13 @@ export default {
   }
 }
 </style>
+<style lang="scss" scoped>
+@import '~widget/assets/scss/variables.scss';
+
+.chat-bubble .message-content::v-deep pre {
+  background: $color-primary-light;
+  color: $color-body;
+  overflow: scroll;
+  padding: $space-smaller;
+}
+</style>
diff --git a/app/javascript/widget/components/UserMessage.vue b/app/javascript/widget/components/UserMessage.vue
index 9663e4932..0baa6f1d8 100755
--- a/app/javascript/widget/components/UserMessage.vue
+++ b/app/javascript/widget/components/UserMessage.vue
@@ -94,6 +94,7 @@ export default {
 
     .message-wrap {
       margin-right: $space-small;
+      max-width: 100%;
     }
 
     .in-progress {
diff --git a/app/javascript/widget/components/UserMessageBubble.vue b/app/javascript/widget/components/UserMessageBubble.vue
index 7d54472cf..8b47ac9c1 100755
--- a/app/javascript/widget/components/UserMessageBubble.vue
+++ b/app/javascript/widget/components/UserMessageBubble.vue
@@ -44,12 +44,17 @@ export default {
   padding: $space-slab $space-normal $space-slab $space-normal;
   text-align: left;
   word-break: break-word;
+  max-width: 100%;
 
   > a {
     color: $color-primary;
     word-break: break-all;
   }
 
+  .link {
+    text-decoration: underline;
+  }
+
   &.user {
     border-bottom-right-radius: $space-smaller;
 
@@ -59,3 +64,13 @@ export default {
   }
 }
 </style>
+<style lang="scss" scoped>
+@import '~widget/assets/scss/variables.scss';
+
+.chat-bubble.user::v-deep pre {
+  background: $color-primary-light;
+  color: $color-body;
+  overflow: scroll;
+  padding: $space-smaller;
+}
+</style>
diff --git a/package.json b/package.json
index 04c9725b9..4cd02a1a5 100644
--- a/package.json
+++ b/package.json
@@ -23,12 +23,14 @@
     "core-js": "3",
     "country-code-emoji": "^1.0.0",
     "date-fns": "^2.16.1",
+    "dompurify": "^2.2.6",
     "dotenv": "^8.0.0",
     "foundation-sites": "~6.5.3",
     "highlight.js": "~10.4.1",
     "ionicons": "~2.0.1",
     "js-cookie": "^2.2.1",
     "lodash.groupby": "^4.6.0",
+    "marked": "^1.2.7",
     "md5": "^2.3.0",
     "query-string": "5",
     "spinkit": "~1.2.5",
diff --git a/yarn.lock b/yarn.lock
index 3b22c62b4..22d5303a9 100644
--- a/yarn.lock
+++ b/yarn.lock
@@ -3860,6 +3860,11 @@ domhandler@^2.3.0:
   dependencies:
     domelementtype "1"
 
+dompurify@^2.2.6:
+  version "2.2.6"
+  resolved "https://registry.yarnpkg.com/dompurify/-/dompurify-2.2.6.tgz#54945dc5c0b45ce5ae228705777e8e59d7b2edc4"
+  integrity sha512-7b7ZArhhH0SP6W2R9cqK6RjaU82FZ2UPM7RO8qN1b1wyvC/NY1FNWcX1Pu00fFOAnzEORtwXe4bPaClg6pUybQ==
+
 domutils@^1.5.1, domutils@^1.7.0:
   version "1.7.0"
   resolved "https://registry.yarnpkg.com/domutils/-/domutils-1.7.0.tgz#56ea341e834e06e6748af7a1cb25da67ea9f8c2a"
@@ -7016,6 +7021,11 @@ map-visit@^1.0.0:
   dependencies:
     object-visit "^1.0.0"
 
+marked@^1.2.7:
+  version "1.2.7"
+  resolved "https://registry.yarnpkg.com/marked/-/marked-1.2.7.tgz#6e14b595581d2319cdcf033a24caaf41455a01fb"
+  integrity sha512-No11hFYcXr/zkBvL6qFmAp1z6BKY3zqLMHny/JN/ey+al7qwCM2+CMBL9BOgqMxZU36fz4cCWfn2poWIf7QRXA==
+
 material-colors@^1.0.0:
   version "1.2.6"
   resolved "https://registry.yarnpkg.com/material-colors/-/material-colors-1.2.6.tgz#6d1958871126992ceecc72f4bcc4d8f010865f46"