Interaction table - Email and chat Form View

[Balaji Munusamy]

Hello,

In Interaction table I have a created custom view for the type is email. Our requirement is if type is chat, need to show few extra fields. Is it possible to achieve this in existing custom view or how can achieve this?  

[Tanushree Maiti]

Hi @Balaji Munusamy 

Instead of creating separate form views for every interaction type, the best practice is to place all the required fields (both for email and chat) onto your single custom view layout, and then use a conditional UI Policy to dynamically show or hide them based on the Type field.

Add all fields to the Form Layout

• Navigate to the Interaction table and open any record.
• Switch to your Custom View.
• Right-click the form header and select Configure > Form Layout
• Add the extra fields needed for the Chat type onto the form.
• Click Save.

Step 2: Create a UI Policy to restrict visibility

• Right-click the form header and select Configure > UI Policies>Click New
• Fill out the fields as follows:

• Short description: Show chat fields when Type is Chat.
• Conditions: [Type] [is] [Chat]
• Global: Uncheck this box.
• View: Select your specific Custom View from the dropdown.
• Reverse if false: Check this box. (This automatically hides the fields when the Type is Email or anything other than Chat).
• On load: Check this box.

• Right-click the header >click Save.

Step 3: Add UI Policy Actions

• Scroll down to the UI Policy Actions related list at the bottom of the form.
• Click New for each extra chat field you want to control.
• Select the Field name corresponding to your extra chat field.
• Set Visible to True.
• Leave Mandatory and Read Only as Leave alone 
• Click Submit and repeat for all other chat-specific fields

[Anurag Tripathi]

You can control that via ui policy on the same view, when Contact type is email hide the extra fields and when the contact type is chat show the extra fields.

Creating 2 separate views would be an overkill, additional maintenance in future.

[Balaji Munusamy]

Thanks for your reply @Tanushree Maiti @Anurag Tripathi .
The thing is we have custom workspace and seperate record page for chat and email. How wiill the ui policy works and how to force the respective view for respective record pages 

[Anurag Tripathi]

If you have separate page then just add the fields in the page(view) for chat. You wont need the ui policy in that case.

UI policy would work when you have one page and have to dynamically show/hide fields base don some condition.