Hi, I am going through the documentation in order to create an external channel integration application. In the channel framework documentation, it says "The integration is ticket-oriented. It’s not for synchronous communication between agents and their customers, such as chat.". My understanding is that, if I were to create an application via the channel framework I would not have a send button in the agent workspace but a submit button for tickets.
During a live chat or messaging conversation, click Send (or press Return) to send your reply.
To send an email or save other changes to a ticket, click Submit.
I currently have an application created via the channel framework. Is it possible to somehow configure/enable Send button instead of using the Submit button for this application? If not should I use another API and if so which one?
Please let me know if there is any other information I can provide.
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