Links and Formatting Not Updating on Live App

Hi, I'm not quite sure how to access help or support, but I'm having some major issues with my chatbot not displaying correctly or bringing links through to a live environment. Seems the chat is working fine when I'm previewing in the dashboard, but when I publish, things aren't working correctly. It's like things are being saved or there is a cache problem. I've tried restarting the chats, clearing cache on my server where the chatbot sits, refreshing my voiceflow page, and other measures. I've attached a screenshot of my dashboard chat and live chat on my website. You can see there is a difference in layout (horizontal vs. vertical) and the links aren't coming through, and many times is seems to completely wipe my formatting out and presented with nothing but plain text. I really like voiceflow, now I'm getting really worried about bugs and its reliability. If i'm missing something please feel free to advise.