Idea ID: 2703217

Chat history visible to users in service portal

Status : Waiting for Votes
Waiting for Votes
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over 1 year ago

When a user inititates a chat with an agent, either using the virtual agent or chatting from an existing request, the chat history is only saved in the request in the Agent Interface. Users have no visible chat history to look back to at a later stage. Instead they must contact an Agent to find out once more what was discussed in the chat.

We suggest that the chat history becomes visible under Interactions on the revelant request. 

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SMAX
  • This is a showstopper for using the chat functionality for most companies. The discussion should be added to the Interaction.

    It would also be nice to have a button in the chat dialog window for "Email me the chat dialog", that would send the dialog to the end-user's email.

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.