Topic by Todd
We have several interfaces with some being English and some being French. I have created many categories in both English and French and set the visibility accordingly. The issue is that all our agents use the English console with some handling english and french but they see if the chat is coming in on a French interface and French intro message. I am trying to exclude the English categories if it is from a French interface and the chat is handled by a French chatter but having no luck with any variation of triggers on the chat session workspace rules.
English Category - "Other" with admin and end-user visibility for english interface
French Category - "Autre" with admin and end-user visibility for french interface and also english admin visibility
If it is an incoming french chat hide the English Other.
Any thoughts would be appreciated...
Thanks