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OVERVIEW:

  • The 'Set Default Chat Incident Data' allows you to set the values of fields in 'Oracle Service Cloud' incident workspace which is opened by default once we accept a Chat in Media Bar.

         

  • After opening the 'Set Default Chat Incident Data' activity, you will get the below configuration panel.

     

Default Configuration Parameters:

  • Chat Id: Set the incoming Chat Id.
  • Enter Property: Select the Field name for which you want to set the value.
  • Enter Value: Enter the value for the selected 'Property'.



HOW IT WORKS:

A Simple Example to configure the 'Set Interaction Data' activity in PopFlow Studio.

  • Select the 'Set Default Chat Incident Data' activity from 'Activity Sidebar'.
  • Click on 'Set Default Chat Incident Data' activity to open and configure the 'Set Default Chat Incident Data' activity.
  • Configure the fields 'Chat Id' and set 'Incident Variables'. Both fields are mandatory.

     

  •  {rnChatId} variable has the active Chat 'Id'.


Incident Variables:

  • You can set the multiples Incident values using the single 'Set Default Chat Incident Data' activity.
  • To set multiple Incident values click on the 'Incident variables' button. After clicking on the button it will add a panel with the 'Property' and 'Enter Value' fields as shown below.

     

  • You can also delete the panel by clicking on the red delete button.















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