WYSIWYG for Shortcuts
I would love to be able to customize the way that links work in the Shortcuts. Being able to insert a proper <a href="..."> style link would allow us to work in our sales funnel flow much easier.
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At the moment, our Shortcuts feature only supports plain text format.
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Josh Thompson commented
It looks like the knowledge base feature already supports Markdown. So maybe adding markdown support to the chat would be helpful. It might be good to have the option of not supporting markdown for the user and just have it for the agents.
Larry Daniele commented
HTML in Shortcuts would be great (even if it is a fairly limited subset). But the key feature would be to hyperlink text. E.g. "Please see our <a href="http://www.mywebsite.com/FAQ#shipping">Shipping FAQ</a> for more information". This would be much nicer for users than seeing ugly URLs. And it is a way to convey a large amount of information with a small amount of chat text.
I would also like to see HTML / Reference links to clean up long shortcuts
/TD Pleas look at the training document located "https://www.somesite.com/refrecnces/userguides/helpwiththisthing.pdf"
I would prefer, and feel that is was cleaner with a bit of HTML
/TD Please check out this <a href="https://www.somesite.com/refrecnces/userguides/helpwiththisthing.pdf"> Training Guide </a>
When i have spent 30 mins answering Questions and a chat client is ready to buy something - i really, really want to be able to post a clear simple "click to buy" link into chat.
The whole point of engaging with a customer through online chat in a pre-sales environment is to generate a sale. So once you have answered a clients questions in chat it would be nice to be able to post a clear concise html link to the web page where they can complete their purchase.
I know you can paste in a web url and it becomes clickable - but you really want to be able to control the text for the link...something like "click here to go to product page" .... or "click here to purchase"....rather than some long meaningless URL.
So please can we have the facility to enter customised clickable links into the message box on shortcuts.
In fact - why not just make the whole message box accept HTML - then we can do a lot of things.
Having the ability to format shortcuts with things such as bolding, italics, etc., would be extremely helpful!
This would make lengthy shortcuts easier to read and help make important points stand out!