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Discuss button for chatting with users. Where is the logic?

SimenKnudsen
Tera Contributor

3 hours ago

Hi everyone,

The Discuss button is a great feature for starting a chat with other users in the context of a record.

A client is asking whether this functionality can be extended to allow users to start a chat without being tied to a specific record.

I’m having trouble locating where the logic behind the Discuss button is implemented.
Do you know?
Any pointers to documentation, configuration locations, etc would be greatly appreciated.

Thanks in advance!

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Dr Atul G- LNG
Tera Patron
Tera Patron

3 hours ago

Hi @SimenKnudsen 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1276627

 

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/conversation...

 

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Ankur Bawiskar
Tera Patron
Tera Patron

3 hours ago

@SimenKnudsen 

Discuss button is always tied to specific record.

The logic for it comes from platform level and we don't have access to the button logic.

Your agents can use Connect Chat in Core UI 

Connect Chat 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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