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Popup UI Suggestion from Support Agent in Service Portal


I'm new on SMA-X and investigation playground environment. 

In the youtube demo video (https://www.youtube.com/watch?v=sPPaxcdpR0Q&t=31s) there is amazing option like creating ticket from image, than a couple minutes later Popup from Support Agent informing that there is suggested solution. 

I did modify IT support process making it solved automatically based recognized text (using match_pattern function) just for demo porpuses with the some static solution. But how can I trigger popup on UI screen with the message like in red square in sceen shot bellow?

Maybe it is some configuration options or I'm missing something and it is manual process done by other? How does it work? If somebody knows it could you kindly clarify this moment to me.

Screen Shot 2018-08-15 at 15.09.18.png

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