Links

Links are a program’s website URLS that direct a customer to a different webpage, if needed.

Configured in Agent Desktop

URLs can be configured in Agent Desktop to avoid having to “type” the URL in the engagement and have the customer copy/paste the URL.

Not Configured in Agent Desktop

Links can also be created to allow the agent to fill in a Forced Edit Script where they can copy/paste a URL and add a customized script line to accompany the Link.

When links are sent, the system automatically refreshes their browser window or opens a new browser window/tab, depending on the type of link used.

There are two types of links:

  • To Parent: Refreshes the current browser page with the new page link that was sent.

  • To New: Opens the link in a new browser window/tab (dependent on customer’s browser)

Note: Links are configured via Portal.