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In mobile chat transcript, hyperlinks appear as plain text
Answer ID 8562   |   Last Review Date 12/12/2018

Why do hyperlinks appear as plain text in the mobile chat transcript?

Environment:

Customer Portal, Mobile pageset

Resolution:

You might observe that when chatting with an end-user who is using a mobile device, the hyperlinks you're sending from the console will appear as plain text on their side, and they won't be able to click them. This behavior is as designed, and is due to the ChatTranscript widget. If set to "true", the mobile ChatTranscript widget will strip hyperlinks and disable Cobrowse.

The widget is used on the mobile chat landing page, and looks like this:

<rn:widget path="chat/ChatTranscript" mobile_mode="true"/>

To reach the documentation on this widget, please follow the below steps:

1. Login to http://<interface name>.custhelp.com/ci/admin using an account with CP Promote, Stage and Edit profile permissions

2. Once you're logged in, use the "Search widgets" search bar to look for the "ChatTranscript" widget

3. Click on "ChatTranscript", then click on Documentation

4. Scroll down near the bottom of the page, to "mobile_mode"

Setting the mobile_mode to "false" will no longer strip hyperlinks.

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