How to add incident details in Agent Chat in Agent Workspace

[PrasadShelar-]

Hi Community,

I’m working on a requirement related to Live Agent Chat and the record preview card that appears when an agent pastes an Incident number into the now assist in virtual agent.

Scenario:

• An end user starts a chat with a live agent.
• From Agent Workspace, the agent assists the user and creates an Incident (INC).
• The agent copies the new Incident number and pastes it into the chat.
• The end user sees the OOTB Incident preview card, which currently displays many fields:
  number, active, activity due, approval, assigned to, assignment group, etc.

Requirement:
I want to customize this OOTB preview card so that the end user sees only:

• Incident Number
• Short Description

Thank you,
Prasad

[M Iftikhar · Accepted solution]

Hi @PrasadShelar- ,

According to the KB article, you need to Configure the list layout of the "Connect" view of Incident table as per your requirement and make sure to flush the cache after connect list view is configured.

Read more: 

How to change card view on the Agent chat? - Support and Troubleshooting

Solved: Re: How to customize card view of live agent chat - ServiceNow Community

If my response helped, please mark it as the accepted solution so others can benefit as well. 

[PrasadShelar-]

Thank you @M Iftikhar  it worked!