Feature Request - format links from Knowledge Capture in Live Chat
Feature Request Summary:
Allow cleanly formatted URLs to be inserted into a chat from Knowledge Capture instead of a full URL
Description/Use Cases:
In chat, agent uses Knowledge Capture and wants to share the link to the customer. In Chat, it drops the full URL, including referral sources, page parameters to load customized content, etc. which results in a very messy in chat link:
https://help.yoursite.com/hc/en-us/articles/4401990682132?source=search&auth_token=eyJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDM2NDY5MiwidXNlcl9pZCI6NDE4MTY1NTMyODUyLCJ0aWNrZXRfaWQiOjI3MDI4LCJjaGFubmVsX2lkIjo2MywidHlwZSI6IlNFQVJDSCIsImV4cCI6MTYyODc5ODMyOX0.STxfx4yEkm5iAAtEgiY4ixT_7uYgC4eB4bzbfD_3__o
In email this will insert a "clean" link - like this --> (clickable text with link) but in chat,
Business impact of limitation or missing feature:
While not mission-critical, it is causing extra steps in the workflow for the agent to shorten down/clean up the long trail after the ? in the full links. This should be an OPTIONAL display
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Thanks for this feedback Dani (and thanks for using our new template as well)!
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