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Change formatting of incident thread created from chat

Received Response
edited Jun 28, 2017 4:00AM in Communication Channels 3 comments


When an incident is created from chat session, all conversation are added as a single thread in the incident as 'Chat transcript'. Sometimes it's hard to read the conversation as there is no way to distinguish end user response from agent's response.

is it possible to change the format of the thread so that agent's responses are shown in different color or bold?


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