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Adding a private note through the chat workspace

Accepted answer
edited Apr 3, 2018 5:12AM in Communication Channels 2 comments


Hi everyone,

I will start off by giving a bit of background - below is the workflow of our chat agents:

  • A new associated incident is being created and opened at the beginning of the chat
  • Once the chat is completed, the agent switches to the incident (using a child tab) and logs the inquiry using a few incident fields, e.g. queue, status, disposition. The agent also adds a private note to describe/summarize the inquiry
  • I will also mention that we are using a Text Box control inside the chat WS that the agents use to log the inquiry while the chat is still ongoing.

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