Emails and phone numbers can be hyperlinked within a knowledge base response. When possible, we recommend using a variable. Variables are custom terms and URLs that flow throughout the general library, thus customizing the knowledge base to speak your institution's language out of the box.
You can use office variables that have already been created, or if needed you can create a custom variable.
- For information on office variables, review the Using Variables in your Response, Office Specifc (section) article.
- For information on creating a custom variable, review the Creating Chatbot Custom Variables article.
In order to add a standard variable to a new, custom question in your knowledge base, there are a few instructions to follow.
Hyperlinking an email
- In the Response field, enter your response.
- Highlight the text you want to hyperlink an email variable.
- Select the link icon.
- In the Link URL field enter the associated variable or mailto:email_address and select the checkmark button.
Hyperlinking a phone number
- In the Response field, enter your response.
- Highlight the text you want to hyperlink a phone number or the variable that will display the phone number.
Best Practice: Linking a phone number behind non-numbered text is not an optimal user experience from an accessibility standpoint (e.g., for users who may be using a screen reader or other assistive technology.)
- Select the link icon.
- When entering a variable or phone number, you must enter tel: first.
In the Link URL field enter the associated variable as tel:variable or tel:phone_number and select the checkmark button.