Answers with Phone Numbers

If Anthology Digital Assistant is deployed in a multi-channel environment with Web Chat, use Markdown to apply special formatting to the answer text in the Bot Question Responses Entity. The Markdown syntax will be resolved and applied to the text in the chat window. Markdown is currently not resolved in transcripts for Web Chat (see Markdown syntax visible in chat transcripts).

If you are using the TPC Portal with Live Assist, you can use plain text and some Markdown as tested by Anthology Inc.; however, officially Live Assist only supports plain text.

Markdown

You can format phone numbers in the answer field of the Bot Question Responses Entity using Markdown syntax. The syntax below has been tested in both Web Chat and Live Assist.

Enclose the link text in brackets and then follow it immediately with the phone number in parentheses:

[Link text](tel:phone number with no dashes or spaces)

Example:

[Call at +1-800-333-4444](tel:18003334444)

Configured in Anthology Reach:

Answer with Phone Number

Result

The Digital Assistant displays the phone number as a link.

Phone number link in Renee

If the chat user clicks the tel: link on a desktop, the phone software installed on the desktop will enable the user to make the call.
If the chat user taps the tel: link on a mobile device, a call button will enable the user to make the call.

Format phone numbers in the answer field of the Bot Question Responses Entity using the following syntax:

<p><a href="{tel:+phone number with no dashes or spaces in double quotes}">{Link name with formatted phone number}</a></p>