1. Using B2C Service
  2. Configure Incident Creation and Editing for Chat

Configure Incident Creation and Editing for Chat

By default, an incident is created when a chat session begins. However, you can customize the chat workspace so that an incident is created when a chat session ends or when prompted.

  1. Click Configuration on the navigation pane.
  2. Expand Application Appearance, and then double-click Workspaces.
  3. Click the Standard folder in the Workspaces tree.
  4. Right-click the Chat Sessions workspace and select Copy.
  5. Select the folder you want to add the copied workspace to.
  6. Enter a name for the copied workspace in the Name field.
  7. Click OK.
    The workspace displays on the explorer in the folder that you selected.
  8. Double-click the new workspace.
    The workspace opens on the content pane.
  9. Click Options.
    The Chat Options window opens and the Related Incident Options tab displays by default.
  10. Select related incident options.

    Related Incident Options Tab

    Option Description

    Create/associate related incident at the beginning of a chat (if one does not exist)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to Yes by default.

    Open related incident for editing at the beginning of a chat (if one exists)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default. This feature is not available for the enhanced Service Console.

    Create/associate related incident at the end of a chat (if one does not exist)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default.

    Open related incident for editing at the end of a chat (if one exists)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default. The incident opens only when Wrap-up is selected to end a chat.

    Discard previous related incident if it is uncommitted when another incident is associated to chat?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default.

    Set status to solved for incidents created automatically.

    Select this check box to set the incident’s status to Solved if it is not automatically opened.

    This check box is selected by default.
  11. Click the Other Options tab.
  12. Select other options.

    Other Options Tab

    Option Description

    Data Synchronization

    This section contains an option to synchronize common fields across related records. For example, both the chat sessions and contact workspaces include an Email field that is synchronized for data consistency purposes.

    Synchronize common fields across related records automatically

    Select this check box to enable data synchronization between the following fields:

    • chats.email and contacts.email
    • chats.first_nameand contacts.first_name
    • chats.last_name and contacts.last_name
    • chats.c_id and incidents.c_id

    This feature is disabled by default.

    Wrap-up Behavior

    This section contains options for configuring wrap-up mode, which lets agents complete any post-chat tasks before automatically receiving the next chat request.

    Automatically release chat after wrap-up

    Select this check box to automatically release a chat after wrap-up mode has ended.

    This feature is enabled by default. This feature is not available for the enhanced Service Console.

    Automatically close editor after chat is terminated

    Select this check box to close the incident workspace after the chat has ended.

    This feature is enabled by default. This feature is not available for the enhanced Service Console.

    Prompt the agent to enter wrap-up mode

    Select this check box to prompt agents to enter wrap-up mode.

    This feature is enabled by default.

    Wrap-up time (seconds)

    Enter the number of seconds to specify the maximum time allowed for chat sessions to wrap up.

    This option is set to 45 seconds by default. If it is set to zero, agents will be prompted when the chat disconnects to terminate or enter wrap-up mode if the Prompt the agent to enter wrap-up mode option is selected.
  13. Click Save.

What to do next

After configuring the custom workspace, it must be assigned to one or more profiles. See Profiles.