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  • 1.  Knowledge Articles: Inserted Images Display as URL's?

    Posted 08-24-2023 16:42
    No replies, thread closed.

    Howdy,

    Is it possible to get knowledge articles to display in message conversations? 

    When I test the article in Knowledge the inserted images (and videos) display nicely (see left below), but when I test the same article in a real conversation it only displays the URL (right below).

    What am I missing here?

    Thanks!


    #DigitalChannels

    ------------------------------
    Will Bellerby
    CXLOGIQ LIMITED
    ------------------------------


  • 2.  RE: Knowledge Articles: Inserted Images Display as URL's?

    Posted 08-24-2023 21:30
    No replies, thread closed.

    Hey Will, similar issue with embedded videos too.  I'm guessing it's just the limited rich text type support within Bot Flows.  Would be keen to see if I'm just missing something.



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 3.  RE: Knowledge Articles: Inserted Images Display as URL's?

    Posted 08-25-2023 08:18
    No replies, thread closed.

    Hello Will,

    How did you add the image in the article?

    From a quick test I did using "Insert Image" in the article editor it seems to show as expecting in web messaging.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 4.  RE: Knowledge Articles: Inserted Images Display as URL's?

    Posted 08-27-2023 16:10
    No replies, thread closed.

    Thanks Jan - yes that's how I added it. Very peculiar... 



    ------------------------------
    Will Bellerby
    CXLOGIQ LIMITED
    ------------------------------

    Original Message


  • 5.  RE: Knowledge Articles: Inserted Images Display as URL's?

    Posted 08-28-2023 00:48
    No replies, thread closed.

    Not 100% sure, but I think there might be a size limit

    Documentation isn't clear but I think the 300KB limit stated here applies



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    Anton Vroon
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    Original Message


  • 6.  RE: Knowledge Articles: Inserted Images Display as URL's?

    Posted 08-28-2023 04:07
    No replies, thread closed.

    Hi Will,

    Did you add the image using URL or did you upload a file? I used the later.

    It seems that your image is pointing to an external destination, that might not be supported in Web Messaging.
    Have you tried it in Support Center or Agent Assist?



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 7.  RE: Knowledge Articles: Inserted Images Display as URL's?
    Best Answer

    Posted 08-28-2023 17:04
    Edited by Will Bellerby 08-28-2023 17:04
    No replies, thread closed.

    It turns out this is only available in Digital Bot flows, not regular Bot Flows, which is weird because the Test Articles allows you to filter by Bot Flows and it still displays the images. I don't believe the knowledge article mentions this... 



    ------------------------------
    Will Bellerby
    CXLOGIQ LIMITED
    ------------------------------



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