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Sensitive data in agent chat

Hi all, Our Service Desk have suddenly started seeing the sanitization of email addresses that customers send via agent chat. The message that accompanies the sanitization is "This message was sensitive and has been sanitized.".  We haven't enabled t...

Resolved! Agent Chat Idle Timers

Hello, we are in the process of launching our agent chat implementation. We're not initially using virtual agent, I have a greeting configured to just pass straight to an available agent. We had a question about the idle timers though. It looks to me...

When a user clicks the link to KB article in the search result, a new tab in browser should pop up

Hi All,When a user clicks the link to KB article in the search result, a new tab in browser should pop up showing the KB. Say “(KB) XYZ” is clicked (see screenshots below) in the search resultThere is no need to show the following in the chat so that...

DeepikaRavindr_0-1689302549362.png

Resolved! Functionality to pause Agent chat timeouts

Hello all,I have the following request to fulfill for the Agent chat: Agents should be able to pause chat session timeouts The purpose of this functionality is that when Agent needs to for example take a remote connection session with the Caller, nei...

Henri1_1-1701848199600.png
Henri1 by Tera Expert
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