Issues with Customizing and Displaying Conversation Forms

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.