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Answer links in Chat response not clickable for customer when using 'Add as Link' functionality
Answer ID 5320   |   Last Review Date 03/18/2019

Why aren't the answer links in a chat response clickable?

Environment:

Chat session, Agent posts to customers
Oracle B2C Service, All versions

Issue:

Answer links sent in a chat response from the agent are not clickable when using the Search Knowledgebase 'Add as Link' functionality.

Resolution: 

If the ‘Leave as plain text’ radio button is selected in the chat workspace, the URL will not be a clickable link for the end-user.  If the ‘Render as HTML’ radio button is selected, the URL is clickable for both agent and end user.  This is also true whether the URL is added to the agent’s chat window as a standard text or on its own.

By default, the 'Render As HTML' radio button is selected when responding to customers. To send XML, HTML, or any other type of markup language to the customer without the tags being rendered, you can select the 'Leave As Plain' radio button and all of the markup tags will display in the response to the customer.

In order to resolve this issue, you can edit the chat workspace Response Options by selecting the 'Always Send as HTML' option that will always render chat comments as HTML, or have the agent select the 'Render As HTML' radio button when sending a chat response.


For additional information, refer to the 'Options Properties' section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

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