Is Special Handling Notes supported by Agent Workspace/AWA Inbox?

[BigZolo]

We have Special Handling Notes configured for certain accounts. It works well on Agent Workspace when opening a case. But it doesn't pop up when a contact from those accounts initates a Chat and the chat card appears in the Inbox. Is it supported by Agent Workspace/Advanced Work Assignment?

[Musab Rasheed]

Hello @Zoltan Nagy ,

It won't support for chat but once chat is initiated Interaction record also pop ups so you can add special notes there right.?

Regards

[BigZolo]

Yes, but what we would like to achieve is that when the chat rings the Special Note also would pop up.

[Community Alums]

Hi @Zoltan Nagy ,

Special handling notes bring important information about individual records to the attention of the customer service agent. If special handling notes are available for a record, these notes are displayed in a pop-up window when the record is opened in a CSM workspace. Notes can also be displayed in an embedded list or a related list on a record form. Notes are ordered by priority in the pop-up window and in lists.

Agents can see the priority, short description, and message for each note. A note can be assigned one of the following priorities, which also have associated colors.

• Priority 1 — red
• Priority 2 — orange
• Priority 3 — purple
• Priority 4 — gray

Special handling notes pop-up window

Agents can:

• Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
• Close the window.

In the Special Handling Notes module on the platform interface:

• Users with the sn_shn.admin role can configure special handling notes and specify properties.
• Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.

For more information about configuring the special handling notes feature, see Special handling notes overview.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Raj24]

can I create ATF for special handling notes for  Case table and type is standard or conditional in the  form when i select account the sample account  value should be display ?