Add or Remove Web Links in a Conversation
BoldDesk allows users to add and manage external web links within a conversation. These links help agents reference important resources, documentation, or third‑party pages while handling tickets. This article explains:
- How to add a web link to a conversation
- How to remove a web link from a conversation
How to Add a Web Link to a Conversation
Follow the steps below to attach an external URL to a conversation.
Step 1: Open the Links Tab
- Open the ticket or conversation where the link should be added.
- Go to the Links tab.
Step 2: Add Link Details
- Click Add Link.
- Enter the following fields:
- Display Text
- URL
Step 3: Save the Link
Click Add to attach the web link to the conversation.
Please refer to this GIF visual for further details.
Display Text should be less than 100 characters, and the URL must begin with http or https and should be under 500 characters.
How to Remove a Web Link from a Conversation
Follow these steps to delete an existing link.
Step 1: Locate the Link
- Open the conversation.
- Go to the Links tab.
- Find the web link you want to remove.
Step 2: Remove the Link
Click the Remove (trash) icon next to the link.
Step 3: Confirm Deletion
Click Yes, Remove to finalize the action.
Please refer to this GIF visual for further details.
- Links must follow URL format rules to be accepted.
- Display text helps keep URLs readable and user-friendly.
- Removing a link does not affect the ticket’s content history.
Frequently Asked Questions (FAQ)
1. How many links can be added to a conversation?
There is no strict limit, but it is recommended to keep the list concise for readability.
2. Can I edit an existing web link?
Currently, the link must be removed and re-added if changes are needed.
3. Who can manage web links in a conversation?
Any agent with permission to view and edit conversation details can manage links.
4. Are link clicks tracked?
BoldDesk does not track link click analytics within conversations.
