Keywords in an abandoned chat.
I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread.
I have a report to show all abandoned chats, how can I search the chats.question column for specific keywords?
Here is what I am thinking: We have a set of rules that assigns a specific Email Type to emails with specific keywords and I am thinking to add the condition Incident Source = chat,email to that rule? That way I could simply filter the abandoned chats on that specific email type?