how to add incident details in Agent Chat

[Sironi]

Hi,

What I need to do is the following: 

User starts a chat with a live Agent. From Agent Workspace window agent assists the user and creates an INC. When the INC is created my customers would like a link to the created incident to be pushed in to the Active Chat window. Something like "I have created an Incident to help with your issue, please see INCXXXXXXXX for further details."  And then when the INC number is clicked it redirects the user to the Created INC. 

Currently in Agent Workspace it looks like the following when you create an INC for the user, but doesn't push anything in to chat. 

[Lavanya Selvam1]

Hi,

Were you able hide some of the fields from showing in the chat.

Thanks.

[Rishi_11]

Hi @Ashish48 ,

Were you able to modify that card details, or you know where this is configured? I have a similar requirement and need to remove some of the fields.

Thanks,

Rishi

[TP10]

Hi Ashutosh, 

I wanted to check if we have any other options, rather than copy and paste the incident number, can we get the incident details in agent chat automatically when the incident is created. 

Thanks,

[Dileep Raju]

Hi @Ashutosh Munot1 
Good Morning
I have same requirement.. Here Agent should not place this incident number in active chat window.... It should be Done Automatic.. Could you please help me

[balanagaraju]

Hi,

When any incident or request is created from interaction record then there is a relation ship record created in the table 'interaction_related_record'. 

So we can create after insert business rule through which the related active chat details can be retrieved and then push the ticket details back to the chat.

Thanks,

Bala