Agent Chat - Copy Interaction to Incident
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06-22-2020 07:23 AM
When testing Connect Support, I think I recall being able to create an Incident (as a Quick Action) which carried across into the Incident record the chat dialogue (cant recall what happened to any attachments exchanged during the Connect Chat dialogue).
Now we have bypassed Connect support and moved to implement Agent Chat (via Agent Workspace). Now when you create an Incident from a Chat (Interaction), the chat dialogue is no longer transferred to the Incident and there is no apparent link to the Interaction within the Incident record so that initial exchange of information is 'lost'. If i look at the Interactions table, i can see within the individual Interaction the Incident is listed as a Related Task.
Is it possible to capture the Interaction (chat dialogue) within the Incident record?
Is it then possible to automatically set the Contact Type when creating the Incident from a Chat interaction?
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08-25-2022 02:57 AM
The solution mentioned in this topic actually works without having to close the interaction first:
