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Sending URLs from Edge as hyperlink in Chat
Answer ID 12706 |
Last Review Date 09/21/2023
Why are the URLs copied from Edge sent as plain text?
Environment:
B2C Service Chat, Agent Console
Oracle B2C Service
B2C Service Chat, Agent Console
Oracle B2C Service
Issue:
When agents are pasting URLs copied from Microsoft Edge browser into the Compose area of a chat in the .NET Console, the URL shows as plain text when sent to the end user.
Resolution:
This issue is related with the default behavior of the 'Share, Copy & Paste' setting in Microsoft Edge browser. Having 'Link' as the default option will paste the copied URL as a hyperlink directly in the Compose area, which is not supported by the Text Editor. This setting will cause the URL to be pasted without the "https://" or "www" sections that would ensure the text is sent as hyperlink after being sent, and will therefore appear as plain text on both agent and end user side, once sent.
There are several ways in which this behavior can be prevented:
- The agent can paste the URL in the Compose Area by using Ctrl + Shift +V. This will ensure the URL is pasted as is, and will be sent as a hyperlink to the end user.
- The default behavior for the 'Share, Copy & Paste' setting can be changed to 'Plain text'. However, please note that this will affect how the URLs from Edge are copied to all other applications. Please see the 'Change the default behavior' section in the Microsoft Edge documentation for a step by step guide on how to change the setting.
- The Rich Text Editor in the Browser UI Chat Engagement Panel supports this type of hyperlink and will send the URLs to the end user as pasted, regardless of the default behavior set in Microsoft Edge. These articles in our knowledge base may be useful on this matter:
