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Description

This article explains how to insert a message into connect support conversation while clicking on a connect action.

There might be business requirements where predefined messages will have to be inserted in connect support conversation while connect action is clicked and it is captured in the record's activity stream.

Release or Environment

Any release supporting Connect Support plugin

Resolution

Suggested script below can be injected into a Connect Action and it will result in the message displaying in the connect conversation both for the Agent and End User

 

var id = conversation.document.group;

new SNC.LiveFeedApi().addMessage('TYPE YOUR MESSAGE HERE', id);

 

Note: In the script above, conversation.document.group returns the sys_id of the live_group_profile record created for the Connect Support chat conversation

Article Information

Last Updated:2019-10-12 10:13:28
Published:2019-10-12