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    David Soto
    "New Opportunity" from Chat?
    Topic posted August 28, 2017 by David SotoBronze Medal: 1,250+ Points 
    121 Views, 5 Comments
    Title:
    "New Opportunity" from Chat?
    Content:

    Hi guys,

    Customer wants to initiate an Opportunity from Chat, so I have a couple of questions regarding the standard chat - opportunity feature:

    1) Is there a way to automatically "map" a Chat field into another Opportunity Field?  For example, as seen in attached image1.jpg, OSvC automatically maps a "See incident n°____", I would like to:

    1.1) Remove the "see incident" part and only reference the Incident number

    1.2) Automatically Map the Chat ID into another custom Opportunity Field

    2) On the other hand, is it possible to skip this "pre-insert workspace" and go ahead straight to standard Opportunity workspace? (with the fields mapped)

     

    Thanks in advice,
    David

     

     

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    • David Soto

      Hi guys, I just answered myself the second question, I just had to associate the correct Workspace in Profile section.  

      I still need your help about the other 2 bullets:

      1.1) Remove the "see incident" part and only reference the Incident number

      1.2) Automatically Map the Chat ID into another custom Opportunity Field

       

      Thanks

    • Jessica Bradley

      Hi David,

      For 1.1, have you tried investigating the message base to see if it's something you can edit?

      For 1.2, what have you tried so far? Did you utilize a custom field and that didn't work or something else?

      Let us know if you've made any progress--thanks!

      -Jessica

    • David Soto

      Hi Jessica, thanks for your reply

      For 1.1) Yes, I managed to find & edit the message base that controls the "See incident nro. ____" message that automatically maps from Chat to Opportunity. The Key was: SEE_INCIDENT_NUMBER_0_LBL

      For 1.2) Unfortunately, I coudn't see any "link" between the new Opportunity created from the Button  and the previous Chat or Incident. It only maps automatically the Client name and the incident number with SEE_INCIDENT_NUMBER_0_LBL, but we have other incident custom fields that are filled in Chat Workspace that need to travel into Opportunity workspace, we just don't know if it's possible.

       

      Thanks,
      David

    • Jessica Bradley

      For 1.2, have you tried making the custom fields used in chat visible within the Opportunity workspace? Online help page for reference

    • David Soto

      Hi Jessica,

      Yes, I tried, but in Chat Workspace I can't add any Opportunity fields, seems that there is no relationship.  Also, unlike Incident Object, in "Configuration > Custom Fields > Opportunity > [Field] > Visibility",  there is no "Chat Visibility" checkbox.  It is quite odd because Chat do offer the  "New Opportunity" functionality, but so far it doesn't seem to have any relationship between Chat-Opportunity objetcts...

      Or maybe I am missing something simple...

       

      Thanks for your reply,
      David