[Agent Chat] In which conditions does the Agent Chat populate a record such as incident, case, kb article, etc. on the customer/end-user chat window? - Support and Troubleshooting

[Agent Chat] In which conditions does the Agent Chat populate a record such as incident, case, kb article, etc. on the customer/end-user chat window? Issue The customer can see the record information in a card if the agent shares it via pasting the record number of an incident or a case although the customer does not have access to that particular record.

Release Paris

Cause This is expected behavior in the Paris release. The conditions to show card information to the end-user might be different for each release. Please see the differences in the behavior below:

In Quebec, the requestor (guest or authenticated) sees the card only if the agent has access to the card. If the agent doesn't have access to the card, the requestor can't see it (even if a logged-in requestor had access). In Rome, we changed the above to display the card to the agent and requestor based on whether either persona had individual access to the card. Customers can also control permissions via the ACL (Access Control Lists) at the record level (not individual fields within the record).

The Paris release (Tested on the Paris Patch 9 Hotfix 2b):

Agent End-User Result Has Access to the record No Access to the record The card is populated on the agent side and the end-user side. No Access to the record Has Access to the record The card is NOT populated on the agent side. The card is NOT populated on the end-user side either but a link to the record is populated on the end-user side. The end-user can still see the record via clicking the link populated in the chat window. No Access to the record No Access to the record The card is NOT populated on the agent side. The card is NOT populated on the end-user side either but a link to the record is populated on the end-user side. The end-user still can not access the record when he clicks the link since he does not have the privileges.

The Quebec release (Tested on the Quebec Patch 4 Hotfix 2b):

Agent End-User Result Has Access No Access The card is populated on the agent side and the end-user side. No Access Has Access The card is NOT populated on both the agent side and the end-user side No Access No Access The card is NOT populated on both the agent side and the end-user side

The Rome release (Tested on the Rome Patch 1):

Agent End-User Result Has Access No Access The card is populated on the agent side with the yellow header that indicates that it is a private message. The card is NOT populated on the end-user side. No Access Has Access The card is populated on both the agent and the end-user side. No Access No Access The card is populated on the agent side with the yellow header that indicates that it is a private message. The card is NOT populated on the end-user side.

Development Release. The behavior may change over time. The release is still under development.

Agent End-User Result Has Access No Access The card is populated on the agent side with a yellow background indicating that the message is marked as private. The card is NOT populated on the end-user side. No Access Has Access The card is populated on both the agent and the end-user side. No Access No Access The card is populated on the agent side with a yellow background indicating that the message is marked as private. The card is NOT populated on the end-user side.

Resolution In the Paris release, the record card is populated on the customer side as long as the agent has access to the record. The platform does not check or verify the access of the customer. This is the expected behavior.