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Agent Sneak Peek only displays text that agent or customer is typing

게시 일자: Dec 1, 2022
상세 설명
When Agent Sneak Peek is enabled for your Chat Configuration, agents are not seeing exactly what is being typed.  Instead, they are presented with the statement that someone is typing when viewing a Chat via the Chat Supervisor Panel.
솔루션

Add User to Chat Configuration so that all Chat text is visible to Supervisors

  • In order to have the actual conversation shown in the Chat Supervisor Panel, the User who is viewing the Chat via the Panel needs to be added to the Chat Configuration. 
  • This can be done via the User Record individually, or done via a Profile.

To learn how, please review Create Chat Configuration.
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000381547

 
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Salesforce Help | Article