In advanced work assignment->settings->queues
I want to change message in this field - "Initial agent response"
I want to include the name of the agent that has accepted the Live Chat request
Is there an easy way to do this ?
I don't want to use Quick Action where the agent has to send the message manually. Agents are not doing this consistently.
Thanks in advance
J
I found this which is really cool, but may not be the whole picture or quite fit what you need.
I have CSM installed on my PDI so I tested things out a bit. I ended up needing to modify a BR labeled WorkItem - Accepted on the awa_work_item table at line 46.
With that in place, I updated the respective initial agent response:
When I see the chat accepted by the end user, I see this so I know this works depending on how you need it to work.
I found this which is really cool, but may not be the whole picture or quite fit what you need.
I have CSM installed on my PDI so I tested things out a bit. I ended up needing to modify a BR labeled WorkItem - Accepted on the awa_work_item table at line 46.
With that in place, I updated the respective initial agent response:
When I see the chat accepted by the end user, I see this so I know this works depending on how you need it to work.
