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    Matt Davis
    Standard Text HTML linksAnswered
    Topic posted March 14, 2016 by Matt Davis 
    474 Views, 14 Comments
    Title:
    Standard Text HTML links
    Content:

    Hi,

    I've tried to use Standard Text rendering as HTML to provide users with links, however, it seems whenever you create Standard Text with an HTML link in the link target is set up to open in the same window. This means the user abandons the chat to view the link. 

    I can't find an option to have the link target open in a new window. Does anyone know how to do this?

    Many Thanks,

    Version:
    Service Cloud

    Best Comment

    Matthias Hintner

    Hi SR,

    we have found a solution for this (August 2015).

    • Delete your standard text content in the "HTML" input field and only add content in the "Text" field. Like this the system will take the "Text" version instead of the HTML
    • Enter the link in the "Text" version with the html code for the link and specify that you want to open the link I a new window, e.g.
      "Forgot your login details? No problem. Just click <a href="https://www.google.com" target="_blank">here</a>."
    • Make sure the agents have selected the "Render as HTML" and when inserting the "Text" version, the link will display correctly and opening in a new browser window while the chat is continued.

    That is working well for us.

    Matthias

    Comment

     

    • Sandeep Thumati

      You can use "_blank" attribute to force the link to open in new tab.

      For e.g. <a href="https://www.google.com/" target="_blank">Google!</a> 

    • Matt Davis

      Hi Sandeep,

      I can't see an option to edit HTML as part of the Standard Text, I can only view the editor. I've attached a screennshot to show the editor I can see. Am I missing something?

      Thanks,

      Matt

    • Kyle Snay

      Matt, to my knowledge there's no "code view" of HTML Standard Text. Not sure why given that other editors have this feature.

    • Jessica Bradley

      Hi Matt - I was just testing this and it worked for me. As th Admin, I had a hyperlink in the standard text as HTML. As the agent, I had "render as HTML" selected and sent the standard text to the end-user. When the end-user opened the link it was in a separate browser tab. What version are you using?

    • Matthias Hintner

      Hi Jessica, can you explain this further as we have the same issue as Matt?

      1. In the standard text I create a new standard text and mark it as "Chat URL"

      where do I set it to open in new window ?

      • Enter text under HTML as test link to <a href="http:://www.google.com" target="_blank">here</a>.
        Tried this, but it display the full HTML string to the agent
      • Enter text under HTML as  test link to here   and then link here with the Hyperlink symbol to the URL
        But there is no options to enter the target window and other tries to enter with target="_blank" did not work either

       

      Thanks

      Matthias

    • Jessica Bradley

      Hi Matthias,

      What version are you using?

      -Jessica

    • SR

      We are using Feb 16 and are experiencing the same thing as Matthias.

      Has anyone got a resolution for this issue?

      Thanks

    • Jessica Bradley

      Hi SR,

      What are your exact steps to reproduce?

      -Jessica

    • SR

      Hi Jessica

      To reproduce the problem:

      1. Create a Standard Text with a hyperlink in the HTML version of the Text (e.g. type the word search and hyperlink it to http://google.com. Tick the boxes for Chat Text and Chat URL.
      2. Ensure on the chat workspace, the response option is set to 'Always Send as HTML'.
      3. On the end-user pages request a chat session.
      4. As the agent, accept the chat request and send the Standard Text to the customer.
      5. As the customer, click on the hyperlink. The Status of the Chat changes to: Disconnected. Google opens in the same window that the chat was happening in. The customer cannot get back to the chat.
      6. For the agent, the Terminate or Wrap-Up pop-up box appears as the chat has been terminated by the end-user.

      Even stranger for us is that this behaviour was not present in our test site and we've only seen it now we've gone live with Chat... Oracle Support thought it might be a setting in our browser but that doesn't address the issue.

      Any help is appreciated!

      Thanks SR

    • Matthias Hintner

      Hi SR,

      we have found a solution for this (August 2015).

      • Delete your standard text content in the "HTML" input field and only add content in the "Text" field. Like this the system will take the "Text" version instead of the HTML
      • Enter the link in the "Text" version with the html code for the link and specify that you want to open the link I a new window, e.g.
        "Forgot your login details? No problem. Just click <a href="https://www.google.com" target="_blank">here</a>."
      • Make sure the agents have selected the "Render as HTML" and when inserting the "Text" version, the link will display correctly and opening in a new browser window while the chat is continued.

      That is working well for us.

      Matthias

    • Erica (Leep) Anderson

      Thanks for taking the time to share what solved your question, Matthias. We appreciate it as it will builds the "collective community brain" to help others who encounter this question too. 

      Best,
      Erica, Community Manager

    • SR

      Thanks so much Matthias! That sounds like a sensible workaround. I really appreciate the information!

    • Swathi Cherukuri

      Hi Mattias,

      We are having similar requirement and I can't see "Render as HTML" checkbox in 18D version.

      Could you please help me in finding this option.

      Thanks

      Swathi Cherukuri

      • Robert Surujbhan

        Swathi, are your agents using the Agent Browser UI or the .NET Agent Desktop console when handling Chat sessions?  The "Render as HTML" checkbox is an option for the classic Chat Workspace of the .NET console once the Response Options > Allow Encoding Choice option is set for the Chat Workspace (it's a flag in the Design tab of the Ribbon toolbar).