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Product field being "auto-populated" for Chat incidents

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edited Jun 7, 2022 1:21PM in General Technical Discussions 2 comments

Summary

How/Why are the Product fields being auto-populated for Chat Incidents?

Content

Hi all,

We're trying to track down how the product field for Chat incidents is sometimes already populated thus, affecting the available category selections for our Agents to select when terminating a Chat. The product field is not on the Chat workspace, so it's not required to terminate a Chat.

Currently, there aren't any Business Rules or Workspace Rules to populate the Product field, and this doesn't happen for every incident.

Does the SmartAssistant evaluate the customer's question and try to guess the Product?

Thanks for your help!

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