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  • 1.  Digital Bot for Facebook messenger Knowledge Article Hyperlinks

    Posted 03-07-2023 17:37

    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!


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

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    Francis General
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  • 2.  RE: Digital Bot for Facebook messenger Knowledge Article Hyperlinks

    Posted 03-11-2023 16:53

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



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Digital Bot for Facebook messenger Knowledge Article Hyperlinks

    GENESYS
    Posted 03-13-2023 18:20

    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



    ------------------------------
    Jean-Etienne Goubet
    Product Management Advanced Technical
    Genesys - Employees
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  • 4.  RE: Digital Bot for Facebook messenger Knowledge Article Hyperlinks

    Posted 03-13-2023 20:00

    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. 



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    Francis General
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  • 5.  RE: Digital Bot for Facebook messenger Knowledge Article Hyperlinks

    GENESYS
    Posted 03-14-2023 19:16

    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



    ------------------------------
    Jean-Etienne Goubet
    Staff Product Manager, Knowledge and Conversational AI
    Genesys
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  • 6.  RE: Digital Bot for Facebook messenger Knowledge Article Hyperlinks

    GENESYS
    Posted 03-15-2023 11:09

    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



    ------------------------------
    Jean-Etienne Goubet
    Staff Product Manager, Knowledge and Conversational AI
    Genesys
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  • 7.  RE: Digital Bot for Facebook messenger Knowledge Article Hyperlinks

    Posted 03-15-2023 15:48

    Thanks again @Jean-Etienne Goubet 

    Good to know. we'll work with just the hyperlinks for now once we get them working right. Any chance you might know how far away that fix might be?

    Cheers, 

    Pax



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    Francis General
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