Update to Chat Contextual Information to Include All Payload Data

While in a chat conversation, agents have the ability to view the contextual information that included in the chat request offer data, by clicking on the information icon in the chat header. In this release we have expanded the data that is displayed. All data that was passed with the chat request is now available to view.

Redwood Agents will be able to view any contextual data that is available to help them understand and resolve an issue or question.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• All data will be displayed, some of which may include technical names and values for some columns that are displayed.

Key Resources

See the Chat With a Customer section of the Using Service Center in the Redwood User Experience guide

Also, see Implement Web Chat section in the Overview of Web Chat for Service guide.

Access Requirements

An Administrator will need the appropriate privileges to:

• Opt-In must be enabled for the Redwood Experience

• Agents must have the Chat Agent Representative role (or one similar) to accept chats

• The Chat Agent Abstract role