Set field default value on Interaction table on Agent Workspace

[Nikita Giulia B]

Hi All,

How can we set field default values of interaction table on Agent Workspace other than using Client Script?

On our instance, when Agent accepted the Chat, the following fields have default values.

> 'Subtype' is set to mweb

> 'Assigned to' is set to the name of the agent who accepted the chat

> 'Assignment group' is set to the group where the agent belongs to.

I already looked at the Interaction's client script, UI policies (thinking there must be something here), Accept UI Action, and Agent Designer but no success.

Thanks in advance!

[Anil Lande]

Hi,

Did you check the business rules?

[Nikita Giulia B]

Hi Anil,

I already checked its related BRs but I can only see one BR that is setting the Subtype field. (See attached files)

That BR is setting the subtype based on the value Channel user profile.name however that Channel user profile is always empty.