I'm sure we all get customers that are not as savvy as others and while they are a minority I think there should be some effort made to assist those as they can still be lost leads if they don't understand how to click a url.
As an agent urls are orange but as a customer, the url is simply underlined text.
I think there are many users that actually don't know that you can click on things in chat... even when you say click this link I feel like less savvy and possibly older customers don't know what to do.
I have many instances where customers will ask about a certain product etc and I will send a direct link but they will never click the link and continue to search the website or click other pages on my websites navigation etc.
It would be nice if the chat widget would add more emphasis to urls, such as making them bold and colored. Or perhaps even show the customer a prevew similar to how facebook and twitter would present a url.
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