Short description on Chat interaction

[Bharath38]

Interaction created from chat has no short description, any idea why they are created blank and did anyone add info that helps agents to understand better before accepting the chat ?

@WillWitten  any thoughts ?

[Chris D]

Yes, add the LiveAgent_short_description Live agent chat context variable to your live agent transfer topic (block) and, in a script action somewhere in that topic (block), set that variable with whatever you want your Interaction's Short Description to be.

For us - an ideal solution I'd recommend for most - we use a Transfer to Live Agent topic block; one of its input variables is "Short Description" and we have a simple script action with the following line of code that achieves what you need:

vaVars.LiveAgent_short_description = vaInputs.short_description;​

Just note: Unless things changed in recent releases, for some reason this line of code (and the setting of any context variable I think) needs to be in a separate script action before vaSystem.connectToAgent().

[Dhirendra Singh]

@Chris D  How can i map custom fields of interaction table? I have currently done record action but i would like to map custom fields as one liner like for short description, any ideas?

[Chris D]

I just have this done in a custom topic block via some input variables and a simple script - you can see how our custom "Affected CI" field is set here along with the Short Description and Work Notes:

    var interaction = new GlideRecord('interaction');
    interaction.get(vaVars._interaction_record_sysid)

    if(vaInputs.short_description){
        interaction.short_description = vaInputs.short_description;
    }
    if(vaInputs.affected_ci){
        interaction.u_affected_ci = vaInputs.affected_ci;
    }
    if(vaInputs.work_notes){
        interaction.work_notes = vaInputs.work_notes;
    }
    interaction.update();

[Dhirendra Singh]

@Chris D  doing similar, just thought how to do via one liner; there must be a mapping script somewhere which can be extended like other csm util script includes.