I have a very specific project that I've been put in charge of at my company. I've searched all the documentation and have yet to find a solution so I'm hoping the community will be able to help me.
At my company, we have a team of 10 technicians that share 4 sessions to help customers via chat. We have several custom fields we use so the LMI Rescue Technician Console interacts with our ticketing system. What I've been asked to do is to see if there is a way for those custom fields to interact with the Predefined Replies or Scripts so the technicians can use them during their chatting sessions.
For example, using the User Name field in a predefined reply: "Hi UserName, I'm Joe from Itsg."
Please let me know your recommendations as we have many predefined replies that we would like to get setup. Thanks.
