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Customization on detail_sa_user_route.htmpl

Question asked by mayur.malhotra.1 on Sep 26, 2018
Latest reply on Oct 11, 2018 by Alex_Perretti

Hello ,

 

There is a requirement to add more fields on this form which will be opened field(string) for Employee. Employee will enter such fields and will pass these fields to Support Automation Live Assistance Analyst either in seperate field or as user chat like category, description and localization is showing.

 

I have added fields on this form but dont know how to pass those fields to the live assistance in analyst view. Even I have tried to add properties for Categories (request/incident) and entering values at the time of generating live Chat option from employee screen. But those properties values are not showing anywhere for Analyst Live assistance session.

We want to achieve this by any of the method (either adding more fields and passing to Analyst Live Assistance session- preferably, or by passing category properties values.

 

Any ideas please.

Thanks

MM

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