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ODA - Service. Customers need to write to enable web agent.

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Summary:

When ODA directs the customer to the web agent, the agent can accept a ticket. However, while the agent can send an unlimited number of messages, the customer can only receive the messages from the agent after they types a message. This is when all the messages written by the agent are sent to the customer.

Content (please ensure you mask any confidential information):

I attach the screenshots.

1- ODA redirects to web agent

2- Agent accept the ticket and start writing (and can't sent the messages)

3- The customer didn't receive the messages unless they wrote.


Version (include the version you are using, if applicable):

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