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In the agent Browser UI, can an agent update the incident's "Contact" field without affecting the cu

Received Response
edited Dec 22, 2020 6:23PM in Agent Desktop 3 comments


When a chat is accepted, a related incident is created with the customer as the contact. When the agent updates the contact in the incident, the name changes also in the chat correspondence.


In the Agent Browser UI, When a chat is accepted by an agent, the engagement panel opens with an interaction workspace.
In the interaction workspace, the customer's name is shown in the chat's thread (alongside the responding agent's name) and in the "Contact" field of the related incident that was automatically created for the chat.
When the agent changes the contact in the incident, the customer's name changes in the chat thread as well.


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