Hi All,
We have a requirement that, in the Agent workspace, if the agent closes the interaction record(by clicking the ‘X’ icon) when the state is closed-complete, it should prompt them and notify the agent to, fill the fields on the interaction record and save it before closing.
OOTB, if the agent edited/entered any value in the interaction fields and tried to close without saving then it prompts. Here in our case, if the chat ended by the user who initiated it, the state changes to “closed-complete” which allows the agent to close the record without filling the values on the interaction form. We need to alert the agent to fill out the form and save it before closing the record on the Agent workspace as highlighted in the image.
Please find the screenshot below for reference.
@Ankur Bawiskar, Please help.
Thanks,
Venkat
