Interaction created from chat has no short description, any idea why they are created blank

mania
Tera Contributor

‎10-26-2023 03:14 AM - edited ‎10-26-2023 03:15 AM

Hi,

 

Interaction created from chat has no short description, any idea why they are created blank and did anyone add info that helps agents to understand better before accepting the chat ?

it should not be short description is empty rather like, I need so and so person is requesting for live agent.

 

Can you please help me on this. It will helpful.

mania_0-1698315242157.png

 

Thanks in Advance!

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Peter Bodelier
Giga Sage

‎10-26-2023 03:37 AM

Hi @mania 

You can use a pre chat survey to ask about a subject before transferring the chat to an agent.

Pre-chat surveys (servicenow.com)

 

This can also make sure the short description of the incident is filled, because the interaction will have a short description.


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