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Guided Assistance and Workspace Rules

Accepted answer
edited Jul 10, 2019 6:53PM in Agent Desktop 2 comments


Guided Assistance and Workspace Rules


Goal - Click Add text to Thread within Guided assistance, adds text to Private Note

Scenario 1:

I have work space rules to trigger guided assistance if a Quick Incident is selected.

If no thread is currently open (Customer entry, Response or Private Note) "add text to thread" option is limited to Customer Thread or Response. (see screen shot) 

Scenario 2:

In the work space rules, is there away to trigger, private note to display if quick incident is triggered?
this way, when scenario 1 is applied, the add text to thread will be added to private note.

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