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It would be nice to be able to consume context variables, and other table fields when speaking with a customer over text-based channels. We link to accounts, but have a context variable to see what contact we are speaking with. Unfortunately this means the agent can't use the {FullName{Customer}} slug to address the customer properly.
STATUS DETAILS
Completed
Comments
Ideally we should have the ability to use slugs for all fields related to the tabs we have open, even custom fields.
Category: Live Chat
Administrator on 2/9/2024 8:07:41 PM
We do now have context variables in quick replies. Documentation of this is noted here: Create quick replies | Microsoft Learn.
Jessica Li
Product Manager, Microsoft