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Text and HTML Rendering in Chat Transcripts
Answer ID 4391 |
Last Review Date 05/24/2024
Why do I see <as-html>, <in-html>, or html character codes (e.g. .) in chat transcripts?
Environment:
Text or HTML text rendering in Chat
Oracle B2C Service, All supported versions
Resolution:
When handling chats in the .NET Console, agents can include text in a chat session rendered either as HTML or as plain text.
- When the "Render as HTML" option is checked, the agent can format text with HTML tags and send URLs as hyperlinks
- When the "Render as HTML" option is un checked, if the agent enters HTML tags, they will be viewed by the end user as such. e.g "<b>".
The chat transcript passed on to the incident will also reflect the end user's view, unless the Incident Thread is using plain text. This can be set in the incident workspace, under Permissions in the Incident Thread control. If the Incident Thread is using plain text, then the Chat Transcript will always show the HTML tags, regardless what option the agent used during chat.
