Field "Channel User Profile" on Interaction records in Service Operations Workspace

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jw9
Tera Contributor

‎10-24-2022 02:29 AM

What is the purpose of the field "Channel user profile" that is showing up when we are manually creating an interaction in Service Operations Workspace with Type "Phone"?

 

jw9_0-1666603704632.png

 

 

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Saurav11
Kilo Patron
Kilo Patron

‎10-24-2022 08:12 AM

Hello,

 

I believe that field is used for receive AMB updates for new conversation messages

 

If any agent handles any chat the record is created in sys_cs_channel_user_profile table which is basically the table which Channel user profile refers to.

 

Now why it shows when type is chosen as phone is because of the UI policy named "Show Channel user profile when set on phone interaction".

 

Please mark my answer as correct base don Impact.

 

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Saurav11
Kilo Patron
Kilo Patron

‎10-24-2022 08:12 AM

Hello,

 

I believe that field is used for receive AMB updates for new conversation messages

 

If any agent handles any chat the record is created in sys_cs_channel_user_profile table which is basically the table which Channel user profile refers to.

 

Now why it shows when type is chosen as phone is because of the UI policy named "Show Channel user profile when set on phone interaction".

 

Please mark my answer as correct base don Impact.

 

0 Helpfuls