Hello everyone. I am a gamification admin and I am currently helping our team set up a custom knowledge base for Agent Assist. We have imported our articles into the Knowledge Workbench, but when the suggestions appear in the agent desktop, the ‘HTML Tables’ and ‘Images’ are not rendering correctly. They just show up as plain text or broken image icons. Is there a specific CSS or HTML restriction for Agent Assist suggestions that we need to follow to make our articles look professional for our agents?
Greetings. I am an embedded services developer and I have spent a lot of time customizing the agent desktop widgets. The Agent Assist suggestion window uses a very stripped-down version of HTML for security reasons. You cannot use custom CSS or complex tables. You should stick to basic tags like <b>, <i>, and simple <ul> lists. For images, make sure you are using an absolute URL that is publicly accessible, as the agent’s browser might block relative paths or images that require a separate login.
I have seen our agents complain about these messy suggestions. To follow up on Rav56, you should also check the ‘Max Length’ of your articles. If your article is too long, the Agent Assist window will truncate it, which often breaks the HTML tags at the end. Try to keep your suggestions concise and provide a ‘Link’ to the full article in your corporate portal if the agent needs more detail. It is much cleaner and easier for the agents to read during a live call!