Need to change the state in interaction table when customer Replies

[SwapnaB44158423]

Hi Everyone,

I want to change the state On Hold to Work in progress when customer replies to an interaction form. I am facing a challenge here. There is no Additional comments or work notes got update when customer replies. How to achieve this?

Your solution is much helpful to mark it.

[SwapnaB44158423]

I have created Inbound action as well, but it is not working at a all, even its not executing gs.log because Flow which is already overbidding Inbound action

[Tanushree Maiti]

Hi @SwapnaB44158423 ,

For your issue "There is no Additional comments or work notes got update when customer replies" was it working fine before and now stopped working.

[If it was working, how the mapping was done. There is a KB article  that import set stop updating comments/work notes when customer replies.]

Work notes or additional comments are not being updated via import sets - Support and Troubleshootin...

Or you want  experts' input  how to implement updating Additional comments or work notes got update when customer replies.

[SwapnaB44158423]

It is a new development work