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Chat incident using the same workspace as email incident
Answer ID 6611   |   Last Review Date 12/12/2018

Why is my chat incident being saved in an incident workspace instead of the correct chat workspace?


Chat, Workspaces


Each agent profile may have one Incident workspace and one multi-edit Incident workspace applied for each interface to which the profile has access. The incident workspace or workflow which is assigned to the profile is used for all types of incidents, including techmail, chat and Ask A Question page incidents. There is not an individual workspace for chat incidents.

The Chat workspace you apply to the agent profile is the workspace the agent uses when engaged in an active chat session with a customer. It is only used while the chat is active. Once the chat is concluded and an incident is opened the agent will no longer be using the chat session workspace, but will be filling out the incident details in the incident workspace.