Hello,
-
What is your original issue/pain point you want to solve?
When a URL appears automatically in the live chat conversation (agent
side), it’s plain text instead of a clickable link. Agents have to
copy-paste it manually to open it. -
Which are one or two concrete situations where this problem hurts
the most?
- The customer is already impatient during the live chat, and the time
lost copy-pasting the link makes it worse. - The agent needs to quickly check the product or order the customer is
referring to, to answer faster.
-
Why is it not solvable with the Zammad standard?
Confirmed in this forum (thread: “Live chat: URL not clickable for
agents”) that there is currently no setting to change this behavior. -
What is your expectation/what do you want to achieve?
Have these automatically-inserted URLs rendered as clickable links
(like in ticket replies), so agents can open them directly.
Your Zammad environment:
- Average concurrent agent count: 3 (not 100% sure of the exact peak)
- Average tickets a day: a few dozen live chats per day across the team
- What roles/people are involved: SAV agents
Thank you
Dan
