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URL's sent from the end-user side of a chat session are not rendered as hyperlinks
Answer ID 8546   |   Last Review Date 01/27/2019

Within a chat session, why are URL's not being rendered as hyperlinks when sent by the end-user?

Environment:

Chat - Agent Console

Resolution:

During a chat session, the end-user sends a URL to the agent, however in the agent console, the URL appears as text and is inactive. This behavior is controlled by the following configuration setting:

ENDUSER_URLS_ENABLED
Specifies whether URLs sent from the end-user to the agent during a chat session will render as links in the agent's chat transcript. Default is disabled (No).

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

Note: All hyperlinks will open within Internet Explorer browser, irrespective of the current default browser on the agent's machine.

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