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Disable Incident Autogenerated in Chat Sessión

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edited Oct 23, 2017 8:17PM in Integrations and APIs 1 comment

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Hi, I'm having a trouble with an integration with a chat bot, i'll explain shortly whats the trouble:

Through a chat bot i filter some topics (create an incident with a thread) and if the topic its too complex then i tranfer the chat to a chat queue, when this happen i send values to fill chat values like name, surname, email, question, chat.contact_id, and the chat.i_id, but it doesn't take incident_id value associated, it creates another incident, with this i have 2 incidents generated for one interaction.

How can i disable incident being generated when chats begin, or how to relate already incident to a chat session.

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