What's new in Customer Journeys?

Connect and learn more!
Product field being "auto-populated" for Chat incidents — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Product field being "auto-populated" for Chat incidents

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


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


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!

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!