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Inbound Email - Caller ID

Hi, If i look at my inbound emails all of the User ID's are the same person which happens to be the first active user (fulfiller) in our list - any thoughts as to why this maybe happening?  It's fine in Prod but not in Test. For example if i send an ...

cgreen2 by Tera Contributor
  • 484 Views
  • 3 replies
  • 0 helpfuls

Resolved! Want to change title of setup topics for message

Hi Everyone,  Is there a possibility to show different name for setup topics in "show me everything" button and in the message"You'd like help with {0}. Is that right? ". Because we want this message to look like a chat message, to fit with"You'd lik...

Sort Order in Agent Assist

Hi All,In service operations workspace, when we use agent assist , the KB articles are shown based on the short description of the incident. Our customer wants to sort it based on the short description and to be sorted based on the latest updated dat...

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HR - Variable visibility in the portal

How to hide some variables in the portal to specific users/roles. These variables should be only visible to approvers and to a user whose name was mentioned in the request form. This is for HR Application

Sravani2 by Tera Contributor
  • 152 Views
  • 1 replies
  • 0 helpfuls

Chat routing is not working - virtual agent

When user tries to connect with agent for some reason for few users interaction is opening for guest user instead of actual user..I have checked the user data and capacity and assignmnet rules everything looks good.Any reason why interaction opening ...

lucky6 by Tera Contributor
  • 291 Views
  • 1 replies
  • 0 helpfuls

CSAT In Nextgen

We have been moved from Utah environment to Nextgen recently. The problem is I can see CSAT report simply by searching on All navigation bar but in Nextgen I don't find anything, I did tried with Survey but I simply can't find anything. Am I doing an...

USE CASE :_

USE CASE :- Create one field that is list data type and  give reference of any  type(ex :- sys_user) then when someone remove any value from that field and whenever some one added any value for that field then it will give us popup with added user an...

purnendu by Tera Contributor
  • 150 Views
  • 1 replies
  • 0 helpfuls

Virtual agent chat bot reference qualifier issue

Hello Dear All,I'm implementing the virtual chat bot for my client for all catalog item. But I'm facing an issue with reference qualifier, variable set and Macro. When i'm removing the ref qualifier condition, deleting the macro and variable set then...

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mehak1890 by Tera Expert
  • 279 Views
  • 3 replies
  • 0 helpfuls