how to add incident details in Agent Chat

Sironi · ‎03-17-2020

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.

Ashutosh Munot1 · ‎03-18-2020

Hi,

The agent who works on this chat and create incident can copy paste the incident number and enter it into chat window. Then the end user will see a ticket card as below which is OOB.

Thanks,
Ashutosh

View solution in original post

Nayan Mahato · ‎02-10-2022

Hi Partha,

After an incident is created through agent chat you just put the incident number into the chat. By default, it will pull all the details as per the below screenshot. Thanks.

Regards,

Nayan

RodGallegos · ‎08-12-2022

First of all, thank you to Chris D, Ashutosh Munot, Sironi, and balanagaraju for your contributions. This thread is fantastic. Wondering if anyeone else is being logged out after pasting the case number or incident number in the message from the AWA side? I get a Session Expired 401 message. Tested this back to back so no issue of being logged in for too long. This was in Chrome using an incognito window. Thank you!

RodGallegos · ‎08-12-2022

Solved this. I was impersonating an Agent in my incognito window. Once I impersonated my user in a non incognito window and was myself in the incognito window, I no longer am getting the 401 message.