How to display more than 9 response templates for Agent Chat?
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‎03-25-2022 09:25 PM
I am noticing that if there are more than 9 response templates set up for Agents to use for Agent Chat in Agent Workspace then only the first 9 templates appear for the Agent to see. The other response templates are available for the Agent to select but unfortunately, the Agent would have to be aware of the other templates in order to know they exist. Does anyone know if there is a way for the Agent to view all response templates in Agent Workspace that are available?
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Agent Workspace
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‎03-25-2022 10:30 PM
Assuming the visibility and channels are all set properly for the templates, give this a try
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‎11-10-2022 04:56 PM
As Matthew has suggested, creating the following system property should allow you to control this:
name: com.glide.quickactions.maxresults.templates
type: Integer
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‎03-26-2022 04:31 AM
ADD YOUR OWN WIDGETS TO THE AGENT WORKSPACE.
Agents often need to access external systems while they are working in the agent workspace, and to do so, they need to open additional tabs or browsers. Now, you can integrate external systems right into the agent workspace, allotting them their own widget next to the standard widgets.
The integration allows you to transfer information directly from the Visit Info to external web pages and applications, and to open relevant records in your system. For example, add a SalesForce widget to view your visitor’s Salesforce records.
In addition, external web page fields can be pre-populated with visitor information, for example, you can pass the Visitor’s name and email parameters from the pre-chat survey into the application to pre-populate specific fields.
The agent workspace default view has five equally-sized widgets, to the right of the chat pane (see a sample in the screenshot below) - Visit Info, Predefined Content, Page Navigation, Agent Survey, and Conversation History. In the example, three of the default widgets are selected and display with the default width. Two more default widgets are unselected and at the end, we can see two custom widgets that have been added. Users can scroll right and left to see all five of the default.
Hope my answer is correct & helpful, if applicable.
Thanks
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https://community.servicenow.com/community?id=community_question&sys_id=e246a998db624190f77799ead3961948
