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Help Desk Live Chat 'Recent Interaction Page'

in Help Desk

Hi all,

In help desk employee search I am able to see all the recent interaction that an agent had with a user in live chat. Would it be possible to expose Subject and number of the live chat in each individual transaction? Like for the SR?

In addition it say Inbound chat, is it because there is a way for an agent to initiate a conversation with a user?

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