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Description

Description

This article explains how to insert a message to Connect Support conversation by 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

The 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 = sn_connect.Conversation.get(conversation.sys_id);
id.sendMessage({body:"MESSAGE HERE",field:'comments'});

 

Refer to the below APi

https://developer.servicenow.com/app.do#!/api_doc?v=london&id=conversation-sendMessage_String_String

 

Resolution

Hello Priyanka,
We are placing it in Solution Proposed.

[code]Issue:[/code]
ServiceNow Chat canned responses are not working

[code]Most Probable Cause:[/code]
You are using LiveFeedApi which is not supported API.

[code]Solution Proposed:[/code]

var id = sn_connect.Conversation.get(conversation.sys_id);
id.sendMessage({body:"MESSAGE HERE",field:'comments'});

Refer to the following documentation link:
https://developer.servicenow.com/app.do#!/api_doc?v=london&id=conversation-sendMessage_String_String

[code]Next Steps:[/code]
Please review the below information and if you are comfortable with the information which has been provided, please consider closing this Case by clicking on Accept Solution.
If you need anything else related to this case, please do not reject the solution just yet. Kindly contact us with any questions or concerns you may have and we will be happy to assist. Thank you very much.
***

Best regards,
David Martins

Article Information

Last Updated:2019-11-25 03:17:15
Published:2019-11-25