We are testing the Virtual Agent in our development instance.
We have the chat working. Agents are able to receive chat requests and interact with the user. They are unable to access the response templates (/r ) though.
They can access them if they use Agent Workspace, but in Service Operations Workspace, only an admin can use (/r ) without getting a message . I went and removed all of the groups from the templates as the documentation indicated that leaving the group empty would make it available for everyone, but that did not seem to make a difference.
Has anyone else experienced this or know the proper course of action to resolve it?
Any guidance will be greatly appreciated.
Hi @Tamara11
I could only think of 'Response Template' related list, add the channels you wanted : in your case its 'chat'.
Thanks!
