Follow or chat option in next experience UI

[Aswathy AR]

Hi All,

We can see "Follow" or chat option available in resolver view of Next experience UI.

But it is not available in self service portal for using it by end users.

Can anyone please suggest , how can we make it available for end users also?

Eg:- I can start conversation from resolver view and another resolver is getting notified and they were able to reply to my chat in next UI.

But when I start conversation with an end user, they are not getting notified and not able to reply. How can make this feature available for end users too?

Please help.

Thanks in advance.

Thanks

Aswathy

[Sandeep Rajput]

@Aswathy AR Since the fulfillers have the access to the chat feature hence they can see that option. However, a requestor may not have access to the same feature or their roles do not allow them the access to that feature hence they can't see/use it. 

In order to make this feature available to the end users, you may need to grant them some additional roles.