Does Smartsense work on chat workspaces? Does smartsense work on a chat after the chat has been saved to an incident?
There is no smartsense for chat. Even after a chat is saved to an incident and the smartsense icon appears it does not scan the chat messages. Smartsense will still evaluate responses on the incident between the contact and the agent but it will ignore the chat messages.
If you would like to submit an enhancement request for this functionality, please take a minute to post your idea in the Oracle Cloud Customer Connect Idea Lab where other customers can vote and comment on your idea and Product Management can review your idea.