Hi Community,
I hope to get some help with Response Templates in the Contextual Side panel, on the CSM/FSM Configurable Workspace. I have so far been unable to solve this requirement.
What we need is an automatic refresh/reload of the list of Response Templates, when a field on an open Case-form changes (from empty to an actual value). This change happens via a step in a Playbook.
Today, the agent must “do a manual refresh”, by clicking another option in the Contextual Sidebar (for example Attachment icon), and then click back to the Response Template icon. Then the correct Response Template(s) will show. It is this manual click away and back that we want to avoid.
We are working in Utah.
Thank you in advance!
