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Case Insert FAQ Shows Only HTML Format Tags
8x8 Support

Case Insert FAQ Shows Only HTML Format Tags

Symptom

When you insert an FAQ in an email reply, the inserted text has HTML formatting tags.

"Test FAQ<br>Short Cut vccsup<br>Default Format Default Font and Size"

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Applies To

  • 8x8 Contact Center 
  • Contact Center Configuration Manager

Resolution

In Contact Center Configuration Manager, check the box "Display cases and follow-ups using HTML when available".

  1. Log in to Contact Center Configuration Manager.
  2. Select CRM > Properties tab.
  3. Check the box "Display cases and follow-ups using HTML when available".
  4. Click Apply.

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Alternatively, Use Browse FAQ Search

  1. View a case in 8x8 Agent Console.
  2. Click Reply.
  3. Select the FAQ icon
  4. Click Browse, the FAQ Search dialog opens.
  5. In the search box, type in: vccsup
  6. Click Search, the "Test FAQ..." is found. Check the selection box for it.
  7. You will see "FAQ will be inserted as: full text" already selected.
  8. Click Insert, the FAQ is added to the email Description box. 
  9. The FAQ format is correct, with the line breaks.

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