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Interaction History for Anonymous Chat Access

Received Response
edited Dec 12, 2019 3:43AM in Digital Customer Service 4 comments


Interactions history record creation for Anonymous User Chat


Can you please clarify on how the interactions history record is created for different Chat pathways as discussed below.

In case of Chat -Inlay both an existing contact or an anonymous contact can chat with the agent

And, In DCS chat, an Anonymous user can access the DCS.

How / Where the interactions history will be created for each of the below scenario:

- an Anonymous User using DCS Chat

- an Anonymous user using Chat Inlay

- an Existing contact using Chat Inlay.

Please note that Chat Wrap-up is enabled and there may not be an associated Service Request Record in all these cases.

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