Hey guys,
I am not able to figure out if there's a way for Live Chat Agents to select a topic of conversation which match against a live chat quick text message category/folder.
I believe this is something you perhaps can do by adding additional values (which correspond to either quick text message folders OR categories) from here:
I don't quite understand what would be the utility of having categories or even folders then?
Could anyone help on this as I am stuck?
1 réponse
Hi Niccolo,
Sorry for the inconvenience. In case you don't receive a response here, may I also suggest joining the Service Cloud group below to collaborate with the experts for best practice and advice.
https://trailblazers.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F93A0000001yCOSAY
Hope that helps.
Regards,
Jayson
