This documentation supports the 20.02 version of BMC Live Chat.
To view an earlier version, select the version from the Product version menu.

Creating quick links for agents and enabling clickable URLs

As an administrator, you can enable agents to share hyperlinks with the end users in the following ways: 

  • Creating quick links—Quick links are the links that agents frequently share with end users to troubleshoot, resolve issues, and speed up the interaction. As an administrator, when you create quick links, the links are available to all agents in the system. Agents can create their own quick links for their individual use.
  • Enabling clickable URLs—Clickable URLs are the hyperlinks that agents copy and paste in a chat message during a conversation. By default, the URLs pasted in a chat message are not clickable. As an administrator, you enable pasting URLs into the chat as clickable.

To create quick links for all agents

  1. As an administrator, in the Virtual Chat Administration Console, select Agent Toolkit Open URLs
    The Open URL to Customer Configuration pane appears.
  2. Click Create to create a new URL, or select an existing URL and click Modify.
  3. Enter the following information:

    FieldDescription
    NameType a descriptive name for the URL.
    OwnerType the owner name of the URL. The owner is the user who created the URL. For example Allen.
    CompanySelect one of the companies from the list if using multi-tenancy. If multi-tenancy is not used, select Global.
    StatusSelect Enabled or Disabled. A disabled URL cannot be used but can be enabled for use at a later time.
    MessageType the message that is sent to the user when the agent shares the URL with the user.
    Link LabelType the label that you want to appear on the hyperlink for the URL.
    URLType the complete URL address.
  4. (Optional) To verify that the URL address is accurate, click Test URL.
  5. Click Save.
  1. As an agent in an active chat session, click the # button.
    A list of predefined canned text is displayed.
  2. Select Add/Edit.
  3. To create quick links, click Add Canned Text.


  4. Click  to add a quick link.
  5. Enter the following information:

    FieldDescription
    Label

    Enter a suitable name for the quick link with a maximum length of 20 characters. For example, BMC

    Ensure that the value in the Label field is unique across all the quick links records. 

    Content(Optional) Enter the message that is sent to the user when the agent shares the URL with the user. The maximum length of the message can be 1024 characters.
    Enter the label that you want to appear on the hyperlink for the URL. The maximum length of the link label can be 255 characters.
    Enter the complete URL for the quick link. The maximum length of the URL can be 20148 characters.
  6. Click Save

 To enable pasting URLs into the chat as clickable

  1. As an administrator, on the IT Home Page, select Virtual Agent > Virtual Chat Administration Console. 

  2. Select Self Service Portal > Configuration. 

  3. From the list of entries, select Interfaces - Core Chat Services. 
  4. In the Configuration section, set the value of the <optIn> parameter to true. 

  5. If required, specify the allowed protocols and and domains in the <allowedProtocols> and the <allowedDomains> parameters.
    If these parameter values are empty, URLs with any protocol or domain are allowed. 

    The following code is an example of enabling pasting URLs into the chat as clickable:

    <linkify-config>
    <optIn>true</optIn>
    <allowedProtocols>["http", "https"]</allowedProtocols>
    <allowedDomains>["com", "edu"]</allowedDomains>
    </linkify-config>
  6. Click Save. 
  7. To apply the changes, click Refresh servlets.

Related topics

Responding with quick links

Configuring the support agent settings


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