How Does a URL Appear to the Customer During Chat?

The regular (non-Qwidget, non-mobile) chat interface that customers use allows us to send URLs to them and the URLs will show up as pages on the right side of their screen (the viewport). This is something that has given customers delight since the start of our service!

To have your URL show up in the viewport, it has to be formatted in a certain way. Here is a quick view of what happens when you push a link based on the URL protocol you push to the patron.

A chat session generates two transcripts:

  1. The chat transcript that appears during the session
  2. The transcript that is emailed to the patron

HTTP

If you send a http:// address, it will...

  • Load in the patron's viewport
  • Be clickable in the chat transcript window
  • Be clickable in the transcript emailed to the patron

HTTPS

If you send a https:// address, it will…

  • Not load in the viewport
  • Not be clickable in the chat transcript window (it can be copied and pasted by the patron)
  • Be clickable in the transcript emailed to the patron

Framebusters:

http://www5.oclc.org/questionpoint/framebusters.htm

When these websites are shared with customers in a chat form, they open in a different tab or window, and do not appear in the viewport.  

No Protocol

If you send a www. address, it will…

  • Not load in the viewport
  • Not be clickable in the chat transcript window (it can be copied and pasted by the patron)
  • Be clickable in the transcript emailed to the patron

If you send an address with no protocol, it will…

  • Not load in the viewport
  • Not be clickable in the chat transcript window (it can be copied and pasted by the patron)
  • Be clickable in the transcript emailed to the patron

Initial information provided by David Leslie of QuestionPoint in Juy 2010; last updated by Paul Chasen in March 2017.