View customer context for an order exception chat

  • Release version: Zurich
  • Updated June 4, 2026
  • 1 minute to read

    • View the customer's account and contact details on the interaction record and the AI-generated chat summary in the Active Chat panel when the order exception AI agent hands off a chat to a live agent in the CSM/FSM Configurable Workspace.

    Before you begin

    Chat Summarization must be configured by your admin to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.

    Role required: sn_order_case.order_agent, awa_agent, and now_assist_panel_user

    About this task

    When a customer's chat for an order exception is escalated to a live agent, the agent can accept the chat from the CSM/FSM Configurable Workspace Inbox. After the agent accepts the chat, the Active Chat panel opens with an AI-generated summary of the conversation between the order exception AI agent and the customer, and the associated interaction record opens alongside with the customer's account and contact details already populated.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Accept the order exception chat from the Inbox.
      1. Select the Inbox icon .
      2. Change the status to Available so that you can accept the live chat.
      3. Join the chat by selecting Accept.
        The Active Chat panel opens with an AI-generated summary of the conversation between the order exception AI agent and the customer. The associated interaction record opens alongside, with the customer's Account and Contact fields populated from the chat that the customer initiated on the Business Portal.
    3. Review the AI-generated chat summary in the Active Chat panel to understand the customer's request and what the order exception AI agent has done so far.