How to customize Incident fields of live agent chat

[Baker1]

I have a question about chatting on the service portal.
A user is chatting with a live agent in the service portal.
When the agent enters the Incident number (INC00012338) , the user sees the card view show as below

I want to change this. How can It possible

[Balakrishna_ABK · Accepted solution]

Hi @Baker1 , you need to configure form layout in SOW view as shown

[Dawid Kowal]

Hello,

The accepted solution isn't working for me. The card still displays random fields.

To do that, we need to configure "Connect" list view for Incident table.

Instruction from KB1650161:

• The Agent Chat card record view refers to the Connect list layout of the task record. For example, to change the incident card view on Agent chat, please go to incident.list => Configure List layout => Create "Connect" view and configure it as per the requirement.
• Make sure to flush the cache after Connect list view is configured.
• Also, note that if a field configured on the view is empty, it will not display on the card view. Also, if the field is a reference field, it will not display on the card view.

Regards

Dawid