How to automatically create a service request when chat ends

In this how-to article, we demonstrate how to automatically create a service request and link it to the interaction when a chat ends. This can be achieved by combining a new 23D extensibility feature called svcConsoleEngagementEnded (Event Listener) and the UI Events Framework.

If you are a customer looking to automate the process of creating a service request after a chat ends or add any business logic to your chat interaction, you can benefit from this post.

Please note that this post is intended to showcase the possibilities, but we encourage customers to analyze and understand the purpose of the interaction to avoid redundancy. The example provided addresses a customer need we identified in the market: automating the process, improving the agent experience by auto-creating a service request, and reducing data entry time and errors.