Embedding URL links in Field Codes / Knowledge Manager

General Discussion
1

Hopefully an easy one, but I’m not that good with HTML!

Having a couple of issues with using URLs in outbound emails.

Firstly, if I just include the URL in standard format, with no tags, it is USUALLY picked up as a link by the receiving mail client, but is also sometimes picked up in older versions of Outlook just as plain text, even in an HTML mail (pictures show, but not my link!)

So I need to find a way to put the URL into HTML tags so it will display properly.

Now this isn’t an issue with a fixed URL, but I actually want to use variables / Field Codes to build the URL - and whilst I’ve considered simply embedding a fixed URL and having multiple Standard Responses, this won’t cover all bases…

So I need to be able to put a field code (e.g. <$ Interaction.AttachedData(“KVP_Name”) $> preferably into a full Click Here style tag, to bury the actual link and make it look prettier.

So how do you display your URLs neatly, particularly variable ones built with Field Code data?

2

22 views and no responses? ???

Guess none of you display URLs in your outbound emails then!

After raising a ticket (which is still unanswered (properly) by Genesys after 5 days) I decided to apply a combination of brawn and brains to the problem myself, and tried every combination of workarounds I could possibly think of.

The end result - I can now properly embed a URL (fetched as a Field Code) into the email text, properly within href tags.

Phew.

3

I do not understand what is your problem. Inserting of Interaction/contact or any other data to the URL is possible. For example we are using inserting of attach file name as a query string in URI.

The fact that someone is displayed/processed in Outlook and in Genesys no, is given by failure RFC compliant from Outlook site.

4

No, you don’t understand what the problem is. Did you read the first post?

Let me try and explain it again.

I have a FIELD CODE. The FIELD CODE is a “URL”, e.g. http://www.yyy.com/variable1/variable2

I am using a FIELD CODE for the URL because it is unique to each email (the variables are customer details / unique reference numbers)

If, in the HTML editor, I use the following:

<a href = “<$ Interaction.AttachedData(“URL”) $>” >Click here

What it should display in the email are the words “Click here” as a clickable link to my dynamic URL.

THIS DOES NOT WORK.

What part of that is confusing?

5

I should add:

Click here

Would work perfectly.

It is the substitution of the FIELD CODE which stops it from working.

6

Have you tried to add whole HTML tag to the field variable? - for example:

field code = xxx

7

Yep.

No joy.

Genesys also suggested (and I quote)

Have you tried escaping the contents of the href tag (from an HTML perspective) by using a double set of quotes rather then the standard singles (“”“”)?

That didn’t work either.

8

I do not remember yet how exactly I did it, so I will check it and let you know

9

I did a small test where I created new SR in KM and in text of this SR I have added CustomField with URL (http://www.xxx.com), that CustomField is within HTML tag in plain text part. And it works. In ACK is filled customField with URL, link is clickable

10

Kubig,

Thanks - didn’t work for me, and nor for Genesys Support.

The last part of the field code (specifically the “>” part of the closing “$>” tag was causing the tag to be closed prematurely.

Did you use a full href tag (not just a URL)?

11

Curious… what is the output then?