Views:
What's happening?
The Active Conversation form not displaying as configured, This may include showing: repeated sections or incorrect content, missing custom fields, and missing SLA timers.
Reason:
The setting Customize Active Conversation form is disabled.
Resolution:
To resolve this, follow the steps below:
- Open the Customer Service Admin app.
- Navigate to Workspaces > Active conversation form settings.
- Ensure the Customize Active Conversation form toggle is turned on.
- Save the changes.
- Perform a hard refresh twice by pressing CTRL + F5.
- Test the scenario again to confirm resolution.