com.glide.cs.conversation_history_cross_channel.enabledThis property enables the display of a requester's cross channel conversation history to agents during live interactions. Admins should consider enabling it to enhance agent support capabilities and improve customer service efficiency.
The answers below summarize the purpose, scope, default effect, and review scenarios for this property.
| What does it do? | It allows agents to view a requester's conversation history across different channels during live interactions, facilitating better-informed responses. |
|---|---|
| What area does it affect? | Agent Interaction Support |
| What does the default mean? | The default value is "false", which means this behavior is disabled by default. |
| When should you review it? | Review this property when configuring agent tools for improved customer engagement. |
Raw metadata from the property record.
| Property name | com.glide.cs.conversation_history_cross_channel.enabled |
|---|---|
| Sys ID | b739d9037741511088efebdf8c5a993c |
| Type | boolean |
| Application | Global |
| Default value | false |
| Description | Enable the requester's cross channel conversation history to agents during live interactions. |
| Updated | 2024-05-25 03:39:08 |