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How to make "Add to text" checked by default so Guided answers will be attached to incident

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edited Oct 29, 2011 4:54PM in Agent Desktop 4 comments

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We are using the Guided Assistance in our new workspace and would like to know if anyone knows how to make the "Add to text" checked by default so the agents that forget this will still have the Guided answers attached to the incident.  Also is there a way just setting all these as "Customer Entry" so they do not have to select these all the time?

Thanks

Edited by eleep to have a more specific subject title.

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