SOW - Service Operation Workspace - Chat Customization

[Kiruthika J]

Hi All,

My instance is in Zurich release,

When a help desk agent is working on Interaction A, and the end user replies on Interaction B (chat),
the agent should get a visual alert so they notice it immediately —
either:

a popup / toast notification, or

a green highlight / indicator on the Interaction tab or inbox bar.

Can someone guide me ?

[Kiruthika J]

can you please assist me with the URL? is it same for you?

[Kiruthika J]

and what is your instance version?

[Dr Atul G- LNG]

I am currently on the Zurich Patch 5. I believe this issue is related only to configuration, as it is working in IOTB. Please try repairing the VA plugin and the SOW plugin once.

[Ankur Bawiskar]

@Kiruthika J 

is that not happening OOTB?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Kiruthika J]

not it's not happening, not sure where I have to check for this.