Connect chat - How to inject CLICKABLE links trough connect action?

[viniciusoliveir]

Hi,

i ´ve been trying for a few days to inject a link on the connect chat by using a connect action that i have created. The goal is to send the chat survey link on the chat once it is closed.

1st i have tried generating a simple html string, and successfully injected the link on the chat, but the link was not clickable, it was just a normal text. Below is the snippet of my attempt:

var gcm = new GlideCollaborationManager();

gcm.sendSystemMessage(sys_id, surveyLink)

The ONLY way that i have found to do this, after researching a lot, is by using the "SNC.LiveFeedApi()". I am able to inject the clickable link in the chat this way, BUT, once you click the link, it is rendered inside ServiceNow backend UI, instead of service portal. I don ´t have any control over the generated link, it seems to be generating correctly but once you click the link, it adds   "nav_to.do?uri=/" to the url, causing the link to be rendered inside SN backend UI.

*NOTE: as per Hi support, GlideCollaborationManager() and SNC.LiveFeedAPI() are not public, so there is no documentation available.

Below is the complete code inside my connect action:

/* Get chat Survey Link for the customer */

// The survey is only triggered when the chat is completed

gs.sleep(2000);     // timer for the survey generation

// Pulling the survey record, to get it ´s link

var gcm = new GlideCollaborationManager();

var grSurveyInstance = new GlideRecord("asmt_assessment_instance");

var surveyLink = "";

var hrPortalURL = "hrportal?id=take_survey&instance_id=";

var message = "Help us improve by taking our short satisfaction survey related to your recent chat request!";

grSurveyInstance.addQuery("task_id", conversation.queueEntry.sys_id);

grSurveyInstance.query();

// Setting up the user ´s survey instance URL

if(grSurveyInstance.next()){

  surveyLink =gs.getProperty('glide.servlet.uri') + hrPortalURL + grSurveyInstance.sys_id;

  var id = conversation.document.group;

  new SNC.LiveFeedApi().addMessage(message + "\n\n\n" + surveyLink, id);

}

Do anyone know how can i make the link render correctly in any other way?

[hrng]

Tried with LiveFeedMessage? There's a business rule or script include I stumbled across but can't find now... luckily I grabbed the code in my text editor.

var data = {
   message: msg,
   group_id: groupID,
   from_profile: profileID
};
//add link if we have a valid one
if (linkUrl && isUrl(linkUrl)) {
   data.links = [
   {short_description: linkName, url: linkUrl}
   ];
}
return new LiveFeedMessage().postMessage(data); // LiveFeedMessage is not available in V1

[hrng]

Got this working on our dev instance. This is an on insert business rule that injects a clickable link to the "fromID" on the chat_queue_entry record, but could be adapted to your needs:

var inc = current.from_id.getRefRecord();
var groupID = current.getValue('group');
var profileID = '';
var linkUrl = "/incident.do?sys_id="+inc.sys_id;
var linkName = inc.number+': '+inc.short_description;
var msg = "@L["+linkUrl+"|"+linkName+"]";


var grProfile = new GlideRecord('live_profile');
       grProfile.addQuery('name', 'Support');
       grProfile.addQuery('document', current.sys_id);
       grProfile.query();
if (grProfile.next()) {
         profileID = grProfile.getUniqueValue();
}


var data = {   
         message: msg,   
         group_id: groupID,   
         from_profile: profileID   
};   
//add link if we have a valid one   
if (linkUrl) {   
         data.links = [   
                   {short_description: linkName, url: linkUrl}   
         ];   
}
var output = JSON.stringify(data, null, 4);
gs.log(output);
return new LiveFeedMessage().postMessage(data);

[mohan91]

Hi   Dave,

Can you please explain whats the usage of above BR and how to use it. I am in process of achieving the below using the connect action;

1.   display the name of the person who is requesting for chat.

2.   Show the incident number embedded with URL once created through chat window.

3.   agent won;t be able to close the chat if no ticket is created through particular chat window.

Can you please help me on the above.

[hrng]

The business rule runs after inserting an incident through the 'Create Incident' Connect Action. It runs when an incident is inserted with certain flags that I set during the incident creation via the connect action.

It solves #2 on your list, not sure about the others. I don't think #3 will be possible, and I'm not sure what you mean by #1. The user is already listed in the chat window, no?