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Smartsense and Chat
Answer ID 5446   |   Last Review Date 09/16/2019

Does Smartsense work on chat workspaces? Does smartsense work on a chat after the chat has been saved to an incident?


Chat, Smartsense


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.