Unable to fetch FAQ contents from the conversation payload in Freshchat

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1

Hello Freshworks Team,

We’re currently working on a project aimed at facilitating message transfers from Freshchat to Kakaotalk for the Freshchat Marketplace. While attempting to retrieve FAQ contents from conversations using REST APIs, we’ve encountered an issue with the payload. The FAQ content is returned in a URL format that cannot be opened in a normal browser due to differences in link formatting.

The FAQ URL appears as follows: “freshchat://faq/article?category_id=199218&article_id=552298&locale=undefined”

{
  "messages": [
    {
      "bots_input": false,
      "message_parts": [
        {
          "text": {
            "content": "Hello World"
          }
        },
        {
          "url_button": {
            "url": "freshchat://faq/article?category_id=199218&article_id=552298&locale=undefined",
            "label": "View FAQ",
            "target": "_blank"
          }
        }
      ]
]
} ```

We're seeking assistance in finding a solution to fetch the content from the FAQ despite this URL formatting issue. Any guidance or suggestions would be greatly appreciated.
2

Hey @Adith,
To help you with this query further, I’ve redirected this query to the Freshchat support team.