Chat Communication Channel

[gob]

Hi
We would like to be able to identify tickets initiated on an external chat system (teams / Slack etc) so I was looking to add to the Phone or Email ticket article types to include a Chat option.
I then discovered that this seems to already be implemented as a Communication Channel: CommunicationChannel###Chat

However I am unsure how to add this to the Communications menu module or get an icon on the top menu.

Any tips greatly appreciated.

Thanks!

[root]

Hi,

You have to create your own channel for this. The existing chat channel is a left-over of the business solution. I recommend a custom one like "Slack" etc. So far there is no documentation on this. To accomplish this you have to develop it on your own or hire someone.

- Roy

[gob]

Thanks for the reply Roy - that's the wrong answer though

[alexus]

Hi,

Another option is dropdown Dynamic Field. Just setup this DF i.e. with name Source and select values anywhere - AgentPhoneNew, TicketZoom actions.
Benefits of this solution - easy reporting by Source