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Appending Chat Question in Transcript

Accepted answer
edited Oct 14, 2016 6:48PM in Communication Channels 9 comments


Hi All,

In the "chat launch" page, I have included "Question" field (which is actually incident.subject field). So the end user has to also enter the "Question" along with Name and email details. Here on hitting "Submit" button, I'm loading a "Custom Workspace" for agent in OSC and here I'm setting the incident.subject value in chat.question field through rules.

Now the Chat agent can see the question in the workspace in a different field. But this Question, won't appear in the Chat Transcript, but rest of the chat messages between User and Agent will appear in Chat transcript in workspace.

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