For requestors I wanted to have the guidelines to follow in the requestor form. Trip Direct offers some "canned" messages to select and post. It also has an option to type a custom message.
This custom message does not have a WYSIWYG editor and does not allow HTML tags. So the custom message is basically only a paragraph with no editing functions at all.
This limits how I can separate conditions or bullets points for the requestor to follow. Offering only TEXT does not draw attention to the requestor when filling out the form. So the instructions can be overlooked and cause delays in the form.