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Add as Link button will insert the answer link specific to the interface associated to the record (chat/incident)
Answer ID 8069   |   Last Review Date 01/16/2020

Why is the answer link inserted in a chat from interface1 showing the vhost of the interface2 (interface2.custhelp.com)?

Environment:

Appending Answer Links
Oracle B2C Service, All versions

Resolution:

The answer knowledge base is specific to a site, not to an interface, but an answer link is generated from the console, which is interface specific.

When using "Add as Link" button in a chat or incident workspace, the link generated for the answer is related to the interface_id specific to the incident record. For example, where there are two interfaces and a chat/incident that has been created from interface2 but being worked in interface1, will generate the answer link specific to the interface_id of the record which is interface2.custhelp.com.

This is the standard functionality of the product, and for creating answers that are specific to a certain interface, please review Answer ID 1096: Publishing different answers to different interfaces

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