Response Templates not working for Messaging Channel


Description

The Response Templates (/r) are not working in messaging channels, as the corresponding definition is limited to Type=Chat, but it should also include the Interaction Type of Messaging.

Instructions

The Quick Action -> Response Templates


  1. instance-name.servicenow.com/nav_to.do?uri=quickactions_action.do?sys_id=3e5a8b040f132300d95aff5eef767eae
  2. Install Agent Chat (result: quick action is chat-only)
  3. Install Conversational Messaging (result: quick action is chat & messaging) Plugin: com.glide.messaging.awa
  4. Make sure the above plugins are installed.