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Case Insert FAQ Shows HTML Format Tags
8x8 Support

Case Insert FAQ Shows HTML Format Tags

Symptom

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

  1. View a case in Virtual Contact Center CRM.
  2. Click Reply.
  3. Select the FAQ icon 
  4. Enter in the 'FAQ shortcut': vccsup
  5. Click 'Insert', the FAQ is added to the email Description box.
  6. The FAQ format is in a single line with the HTML tags for the line breaks.

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

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Applies To

Virtual Contact Center Agent with VCC local CRM.

Resolution

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

  1. Log into Virtual 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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Or use the the Browse FAQ Search.

  1. View a case in Virtual Contact Center CRM.
  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.
  7. Check the selection box for it.
  8. "FAQ will be inserted as: full text" is already selected.
  9. Click Insert, the FAQ is added to the email Description box. 
  10. The FAQ format is correct, with the line breaks.

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