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  • Pavol Procka

    You can define your own statuses for the table chat_agent_intervals.status_id

    This is under Chat Agent Statuses in the Customizable Menus.

  • Sebastiaan Draaisma

    Hi Kerry.

    I did some experimenting with permissions etc but was unable to get the Rich Text Incident Thread greyed out so I'm not sure how you that happened...
    Nonetheless it would like you stated not be an easy solution. I think it may be a good one for the idea lab as keeping texts consistent is something more people would be interested in.

  • kerry walker
  • kerry walker

    Hey Sebastiaan, 

    Thank you for your responses, as always!  I did notice that using the Read Only in the ribbon made the buttons un-clickable, which would make sense.  That probably won't work though.  Also, when I try to use the workspace rules, my option for the Rich Text Incident Thread is grayed out.  Its not that big of a deal I suppose.  I just wanted to make sure I'd tried every simple option before letting our business users know there is no easy way to accomplish this.  I appreciate your insight!!  Happy Friday!!   laugh

    -Kerry

  • Sebastiaan Draaisma

    It can be done but it would require most likely a custom widget. In the custom widget you collect the browser/user details in a custom field text area inside a hidden div and have this in a submit form.

  • Sebastiaan Draaisma

    This would most likely also make the buttons read only which in turn would require custom buttons & functionality (or F8 & F9 hotkeys). It's possible to accomplish but it would require coding so I guess it all depends on the budget and if this is an absolute requirement...

  • Sebastiaan Draaisma

    Hi Kerry.

    You have to use the Make an object read only

  • kerry walker

    Hey Sebastiaan, 

    How would I lock the thread editor in the workspace?  I tried using the "Read Only" option in the ribbon, but that renders all of the options (including adding standard text) un-clickable.  

    -Kerry

  • Sebastiaan Draaisma

    Hi Kerry.

    I understand the purpose of your request. You like to keep your text consistent.

    This can not be done for the text within the standard text only, this as the thread editor allows editing.
    One workaround would be to lock the thread editor in the workspace but this would only work if the standard text/KB answer contains all the required information.
    Another workaround would be the use of a custom text field that is inserted in the thread through API (editor locked, standard text + custom field through API

  • kerry walker

    I thought of something after my last comment.  On 6/28 we did a demo of Co-Browsing with our business users.  We click Advanced Mode while Co-Browsing to see what it entailed.  That would explain the presence of that Term Code.  I'm guessing that maybe the test user did not click to accept (or something along those lines).  I appreciate the response!  smiley

    -Kerry

     

  • kerry walker

    Me too!  Thanks for responding!

  • JustRhianna

    Glad you were able to figure it out

  • kerry walker

    Hi Rhianna, 

    Thank you for your response!  We're using ICB (Instant Co-Browse), so I assume that there is nothing for the user to accept.  Do I have that correct?

    Thanks!  =]

  • JustRhianna

    When a person initially engages in a co-browse session they have to accept and run the script. If they don't the co-browse will not occur.

  • kerry walker

    Update - 

    I logged into Livelook today (4 days after the last post) and it appears the entries in question have been automatically deleted.  That is good news, however, I'm curious if anyone knows if these are on a schedule for deletion after a certain period?

    Thanks!