Enable Agents to Send Article Links to Chat Users

You can enable agents to send article links directly to chat users when they are working in an SR and chatting in Live Window.

When agents send a link from the SR using the send link icon, the link information displays in the chat window, and customers can paste the link into a browser address field to open the article in the Digital Customer Service application.

You must have DCS implemented to enable sending links to chat users. To enable sending article links to chat users, set up Knowledge in Digital Customer Service by following the steps in "Enable Deep Links to KM Articles in Outbound Emails to Open in DCS" in the Oracle Fusion Service Implementing Service Center with the Classic User Experience guide.