Chat (Connect and Advanced Work Assignment) Resource Page

Product Documentation Connect Chat Agent Workspace Idle live chats Workspace Agent Chat

Video Tutorials Connect Chat Agent Workspace Workspace Agent Chat

Known Errors - Connect Chat Connect Sound notification for user entering a support queue is not working in Madrid - KB0748053 In Connect Support, if an end user closes a chat by closing the window, the session never times out (must be logged into Hi to view) - KB0598847 The OOB Job 'ASYNC: Resolve Live Links' gets stuck and does not complete (must be logged into Hi to view) - KB0697353 Using @mentions causes users to be logged out when glide.ui.mentions.check_record_visibility is true (must be logged into Hi to view) - KB0756098 Log warning for user preference 'glide.ui.sys_user_group.stream_input' - KB0761129 Chat queues are not updated with the number of waiting conversations until they are refreshed manually - KB0748641 Connect Support 'Create Incident' Action is not displayed/available after the conversation is transferred to another chat queue (must be logged into Hi to view) - KB0755818

Known Errors - Agent Workspace Chat text not updated immediately when you enter text in Agent Workspace chat using an Edge browser (must be logged into Hi to view) - KB0827362

Knowledge Base Articles - Connect Chat Connect Plugin Activation and How to Disable Connect - KB0647741 FAQ for Connect Chat and Connect Support - KB0634397 Connect Chat Performance Issues: Overview and Best Practices - KB0677335 Queue number or chat messages are randomly or intermittently not updating in Connect but show after a refresh - KB0695952 Receive desktop notifications for connect chat - KB0715874 Understanding and Troubleshooting Connect Audio notifications - KB0683136 Configure the fields shown on record cards in Connect - KB0647754 Connect Chat support for Agent App - KB0829737

Knowledge Base Articles - Agent Workspace Chat Set up and use Agent Chat in Agent Workspace with Advanced Work Assignment (AWA) (must be logged into Hi to view) - KB0753173 Chats are not routing to agents in advanced work assignment - KB0787998 Instance is loaded with Error: "Cannot load job class: com.snc.awa.presence.job.PresenceMgtJob, job cannot be run: no thrown error" in system logs (must be logged into Hi to view) - KB0814854 Advanced Work Assignment (AWA): Interaction is not cancelled when the end user closes the browser's window or allows session to timeout (must be logged into Hi to view) - KB0791891 Worknotes is being duplicated after changing state of incident = On hold & on hold reason = awaiting caller - KB0717814 How to manually trigger capacity recalculation for agents using advanced work assignment - KB0779869

Community Posts Connect Topics

Additional Information Agent Workspace Resource Page