Canned message Issue?

[Pekkle]

When you try to create canned message, and you select Response Type as Text. Anything you type and press enter will still come up as one sentence instead of a paragraph. I have tried shift-enter and that doesn't help either, it will look fine when I type, but the other side still see everything as a one big paragraph.

Also is there a way I can create a canned message that has both text and hyper link? Any help is greatly appreciated!

[craigbrass]

It is a bit of a bug and a bit of a feature request. It depends if multi line was planned or not.

[Pekkle]

Thanks Craig for the reply. Is there a mod that can help me move this message to feature request? Thanks a bunch!

[craigbrass]

I don't think so, no. It would require modification at server and desktop application end.

[hackNslash]

Hi, Just in the process of getting LiveSupport setup ourselves at the moment and through testing have noticed that multiple paragraphs when entered from the staff side are merged into one long paragraph with no carriage returns in the user side, in the same way that Pekkle has mentioned.

I was wondering if anybody had found a way round this? May some code/template changes or possible another application? As the way LiveSupport formats canned replies at the moment is not user friendly especially when you have some reasonably lengthy canned replies to send to customers/users!

Cheers

Oh yeah, I forgot to also mention that when links are included in the canned replies they only display as text and not as links, is there a way to have them displayed as links other than to push links as quite a few of our canned replies include links to other areas of our site.

[craigbrass]

Live Support messages do not support multi line. Hopefully this will change in V4.

Links need to be pushed to the user using the Push URL feature of the software.

[hackNslash]

Cheers for the reply Craig, tis a shame that we'll have to wait till version 4 to have a multi line feature incorporated into Live Support but hey, what can we do

As for pushing the links, we are going to be doing that with messages as we saw that as the only way of doing it but thought others may have come up with a solution, i guess choosing a text option literally does mean text

Cheers again for getting back to me!!

[craigbrass]

As for pushing the links, we are going to be doing that with messages as we saw that as the only way of doing it but thought others may have come up with a solution, i guess choosing a text option literally does mean text

Yea, I hope this will be another feature that will make it into V4.

[John Haugeland]

Craig is incorrect. This would not require server modification, and this should be moved into feature requests, which I will now do.

Craig, please do not decline features.

[craigbrass]

John: When I said server, I mean the PHP core application. We tried to implement this in our FireFox addon but couldn't and found it would need modification to the PHP code.

When I said what I did, for people using the official winapp, it would require changes to the PHP application code AND the WinApp code to work.

Also, what do you mean by declining features? I never declined anything.

[John Haugeland]

Craig: you're still wrong. This does not require the alteration of the server. This is actually quite trivially added at the client side.

Also, what do you mean by declining features? I never declined anything.

This person sure seems to think you did:

Cheers for the reply Craig, tis a shame that we'll have to wait till version 4 to have a multi line feature incorporated into Live Support but hey, what can we do

No Kayako staff member has made any commentary regarding whether or not this will occur in 3. Unfortunately you've provided the very clear, very false impression that you know the answer to be no.

[craigbrass]

Ah, I see I mis-read his post. He was asking it to be moved to a feature request. I misread "mod" as if he wanted to know if there was a modification available. What he was actually wanting was a moderator to move it. I do apologise, Pekkle.

Also, I said I hope this will make it into V4. That does NOT make clear it won't make it into V3. It just says that by V4, I hope it would be implemented.

Regarding the actual issue, my developer (the one who wrote the FireFox addon) looked into this. As soon as multi line is passed to the PHP core application, it turns it into one line. If this isn't the case, I would appreciate you pointing out how to pass multi line to the server so I can modify our application to do this as it would be a handy feature.