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3 weeks ago - last edited 3 weeks ago
Dear all,
We are developing a connector for ServiceNow Voice
We are saving the realtime transcript coming from the telephony provider on the ServiceNow conversation through this API.
When we are using Operation Workspace, we can see the conversation component with the transcript. (ServiceOperation workspace.png)
But when I am using the CSM/FSM Workspace, I don't see the conversation component and just see the transcript field when the interaction is marked as closed. (CSM workspace.png and CSM workspace2.png)
Is there anything we need to do to see this conversation component on CSM/FSM Worskapce ? Should I update the workspace through Studio or should I specify somewhere some properties ?
Could you help me about this ?
Best regards
David
Solved! Go to Solution.
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Sunday
Hi,
This is expected and not an issue with your connector or the API.
The Conversation component is only supported OOB in Service Operations Workspace. That’s why you can see the real-time transcript there.
In CSM and FSM Workspaces, the conversation component is not available by default, so you’ll only see the transcript field after the interaction is closed. There are no properties or Studio settings you’re missing.
If you need the same real-time conversation view in CSM/FSM:
You’ll need to customize the workspace in UI Builder
Add or build a custom component that reads from the conversation/message data
Otherwise, Service Operations Workspace is the only workspace that supports this experience OOB.
@David129 Please mark this as Solution Accepted and Thumbs up if you find helpful!
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Sunday
Hi,
This is expected and not an issue with your connector or the API.
The Conversation component is only supported OOB in Service Operations Workspace. That’s why you can see the real-time transcript there.
In CSM and FSM Workspaces, the conversation component is not available by default, so you’ll only see the transcript field after the interaction is closed. There are no properties or Studio settings you’re missing.
If you need the same real-time conversation view in CSM/FSM:
You’ll need to customize the workspace in UI Builder
Add or build a custom component that reads from the conversation/message data
Otherwise, Service Operations Workspace is the only workspace that supports this experience OOB.
@David129 Please mark this as Solution Accepted and Thumbs up if you find helpful!
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Monday
Thanks you Matthew for your answer.
FYI, I can only see the new Wrapup component in the CSM/FSM and not in the Operation Workspace.
At then end, I find it difficult to choose the right Workspace to combine all features without developing custom components.
