Hi everyone,

We are setting up an FAQ chat bot that will be integrated into Facebook Messenger to deflect/contain customers with basic questions that the contact center doesnt need to handle.

I noticed that the option to create a hyperlink using an image instead of text is now available in knowledge workbench v2. We were hoping to use images to add a visual call-to-action "button" within knowledge articles. The hyperlinks work fine within the knowledge work bench (See screenshot below). However, both text and image hyperlinks don't seem to render or work once it's presented on Facebook Messenger (See screenshot below).

The text hyperlink splits up in to text and the URL. And clicking the image opens the image itself, not the URL behind it.

Does anyone know if there is a setting that we missed? Or, is this a limitation with Facebook Messenger?

Thanks!

This was supposed to be fixed on 2/8.   @Jean-Etienne Goubet , can you comment or find out if this is still an issue?

Hi everyone,

We are setting up an FAQ chat bot that will be integrated into Facebook Messenger to deflect/contain customers with basic questions that the contact center doesnt need to handle.

I noticed that the option to create a hyperlink using an image instead of text is now available in knowledge workbench v2. We were hoping to use images to add a visual call-to-action "button" within knowledge articles. The hyperlinks work fine within the knowledge work bench (See screenshot below). However, both text and image hyperlinks don't seem to render or work once it's presented on Facebook Messenger (See screenshot below).

The text hyperlink splits up in to text and the URL. And clicking the image opens the image itself, not the URL behind it.

Does anyone know if there is a setting that we missed? Or, is this a limitation with Facebook Messenger?

Thanks!

Hi Robert! thanks for the ping I had not seen that!

It seems that it's more a Bot Flow question rather than Knowledge related and that the limitation might come from which NLU is being leveraged: @Francis General are you using Bot Flows or Dialog Engine Bot Flows?

After speaking with @Mitchell Mason, my guess is that Bot Flows (which are more geared for Voice than Digital Bot Flows) do not support images and rich media as much as Digital Bot Flows. (If you want to switch from Bot Flows to Digital Bot Flows, please reach out to Mitch!)

Please let us know and we can see how we can help,

Best,

JE

This was supposed to be fixed on 2/8.   @Jean-Etienne Goubet , can you comment or find out if this is still an issue?

Hi everyone,

We are setting up an FAQ chat bot that will be integrated into Facebook Messenger to deflect/contain customers with basic questions that the contact center doesnt need to handle.

I noticed that the option to create a hyperlink using an image instead of text is now available in knowledge workbench v2. We were hoping to use images to add a visual call-to-action "button" within knowledge articles. The hyperlinks work fine within the knowledge work bench (See screenshot below). However, both text and image hyperlinks don't seem to render or work once it's presented on Facebook Messenger (See screenshot below).

The text hyperlink splits up in to text and the URL. And clicking the image opens the image itself, not the URL behind it.

Does anyone know if there is a setting that we missed? Or, is this a limitation with Facebook Messenger?

Thanks!

Thanks @Jean-Etienne Goubet

The interaction in the screenshot I uploaded was created using a new Digital Bot Flow pulling up a knowledge article created specifically for the new flow. We also have a web messaging test environment where the hyperlink works fine. But clicking the "Click Here" image does not take you to the imbedded URL. Please see screenshot below.
Below is the knowledge article that it is displaying. Both the text and image hyperlinks were created using the "Create hyperlink" button.

Hi Robert! thanks for the ping I had not seen that!

It seems that it's more a Bot Flow question rather than Knowledge related and that the limitation might come from which NLU is being leveraged: @Francis General are you using Bot Flows or Dialog Engine Bot Flows?

After speaking with @Mitchell Mason, my guess is that Bot Flows (which are more geared for Voice than Digital Bot Flows) do not support images and rich media as much as Digital Bot Flows. (If you want to switch from Bot Flows to Digital Bot Flows, please reach out to Mitch!)

Please let us know and we can see how we can help,

Best,

JE

This was supposed to be fixed on 2/8.   @Jean-Etienne Goubet , can you comment or find out if this is still an issue?

Hi everyone,

We are setting up an FAQ chat bot that will be integrated into Facebook Messenger to deflect/contain customers with basic questions that the contact center doesnt need to handle.

I noticed that the option to create a hyperlink using an image instead of text is now available in knowledge workbench v2. We were hoping to use images to add a visual call-to-action "button" within knowledge articles. The hyperlinks work fine within the knowledge work bench (See screenshot below). However, both text and image hyperlinks don't seem to render or work once it's presented on Facebook Messenger (See screenshot below).

The text hyperlink splits up in to text and the URL. And clicking the image opens the image itself, not the URL behind it.

Does anyone know if there is a setting that we missed? Or, is this a limitation with Facebook Messenger?

Thanks!

Thanks for those additional details, I suggest that you open a Customer Care ticket for both issues: (1) the rendering of the hyperlink in FB Messenger and (2) the redirection of the URL when clicking on the image.

In the mean time I will do some exploration with the team and see if there are similar issues in other instances. 

Best,

JE

Thanks @Jean-Etienne Goubet

The interaction in the screenshot I uploaded was created using a new Digital Bot Flow pulling up a knowledge article created specifically for the new flow. We also have a web messaging test environment where the hyperlink works fine. But clicking the "Click Here" image does not take you to the imbedded URL. Please see screenshot below.
Below is the knowledge article that it is displaying. Both the text and image hyperlinks were created using the "Create hyperlink" button.

Hi Robert! thanks for the ping I had not seen that!

It seems that it's more a Bot Flow question rather than Knowledge related and that the limitation might come from which NLU is being leveraged: @Francis General are you using Bot Flows or Dialog Engine Bot Flows?

After speaking with @Mitchell Mason, my guess is that Bot Flows (which are more geared for Voice than Digital Bot Flows) do not support images and rich media as much as Digital Bot Flows. (If you want to switch from Bot Flows to Digital Bot Flows, please reach out to Mitch!)

Please let us know and we can see how we can help,

Best,

JE

This was supposed to be fixed on 2/8.   @Jean-Etienne Goubet , can you comment or find out if this is still an issue?

Hi everyone,

We are setting up an FAQ chat bot that will be integrated into Facebook Messenger to deflect/contain customers with basic questions that the contact center doesnt need to handle.

I noticed that the option to create a hyperlink using an image instead of text is now available in knowledge workbench v2. We were hoping to use images to add a visual call-to-action "button" within knowledge articles. The hyperlinks work fine within the knowledge work bench (See screenshot below). However, both text and image hyperlinks don't seem to render or work once it's presented on Facebook Messenger (See screenshot below).

The text hyperlink splits up in to text and the URL. And clicking the image opens the image itself, not the URL behind it.

Does anyone know if there is a setting that we missed? Or, is this a limitation with Facebook Messenger?

Thanks!

Hi again @Francis General 

I followed up with the bots team and it seems that it's actually a known limitation on the bots side: they support images but not clickable images for now. I believe that there's a fix on the way but I will adjust the documentation for the moment to make sure that this is communicated. 

Apologies,

Best,

JE

Thanks for those additional details, I suggest that you open a Customer Care ticket for both issues: (1) the rendering of the hyperlink in FB Messenger and (2) the redirection of the URL when clicking on the image.

In the mean time I will do some exploration with the team and see if there are similar issues in other instances. 

Best,

JE

Thanks @Jean-Etienne Goubet

The interaction in the screenshot I uploaded was created using a new Digital Bot Flow pulling up a knowledge article created specifically for the new flow. We also have a web messaging test environment where the hyperlink works fine. But clicking the "Click Here" image does not take you to the imbedded URL. Please see screenshot below.
Below is the knowledge article that it is displaying. Both the text and image hyperlinks were created using the "Create hyperlink" button.

Hi Robert! thanks for the ping I had not seen that!

It seems that it's more a Bot Flow question rather than Knowledge related and that the limitation might come from which NLU is being leveraged: @Francis General are you using Bot Flows or Dialog Engine Bot Flows?

After speaking with @Mitchell Mason, my guess is that Bot Flows (which are more geared for Voice than Digital Bot Flows) do not support images and rich media as much as Digital Bot Flows. (If you want to switch from Bot Flows to Digital Bot Flows, please reach out to Mitch!)

Please let us know and we can see how we can help,

Best,

JE

This was supposed to be fixed on 2/8.   @Jean-Etienne Goubet , can you comment or find out if this is still an issue?

Hi everyone,

We are setting up an FAQ chat bot that will be integrated into Facebook Messenger to deflect/contain customers with basic questions that the contact center doesnt need to handle.

I noticed that the option to create a hyperlink using an image instead of text is now available in knowledge workbench v2. We were hoping to use images to add a visual call-to-action "button" within knowledge articles. The hyperlinks work fine within the knowledge work bench (See screenshot below). However, both text and image hyperlinks don't seem to render or work once it's presented on Facebook Messenger (See screenshot below).

The text hyperlink splits up in to text and the URL. And clicking the image opens the image itself, not the URL behind it.

Does anyone know if there is a setting that we missed? Or, is this a limitation with Facebook Messenger?

Thanks!