NOTE: Only Admins and Super Administrators can modify interactions.

To access the Interactions page, click on the Settings menu in the upper-right corner and click Integrations.

Display specific fields

Follow the steps below to change the display of fields.

NOTE: Here, we deal with Kustomer configuration. Further below, we also cover Salesforce and Zendesk.

Step 1 — For kustomer, click on the Actions drop-down button and choose Settings.

Step 2 — Click the Integration Details tab, then click on the Active All link.

Step 3 — Pause on this tab, and then open another tab that displays the Interactions page.

Step 4 — Choose the int_kustomer filter.

Step 5 — After a moment the page will refresh. Click on the Information tab and notice the list of fields.

Step 6 — Remember that you previously chose the Active All option on the Integrations tab. This is the reason that all of the fields appear on the Information tab.

Let’s say, for example, that you want to display only the name and the status. Both the agent and analyst will only display the information that corresponds to the configuration as defined by the admin or super admins.

Switch to the other browser tab that displays the Integrations tab, and click the Deactive All option. Enter “name” in the Search By field and click the toggle ON for the name field. Also, enter “status” in the Search By field and click the toggle ON for the status field.

Switch over to the other browser tab and refresh that page. After a few moments, you will see that the Information tab only displays two fields: name and status.

Zendesk

The approach is quite similar for Zendesk.

Step 1 — For zendesk, click on the Actions drop-down button and choose Settings.

Step 2 — Click the Integration Details tab, then click on the Active All link.

Step 3 — Pause on this tab, and then open another tab that displays the Interactions page.

Step 4 — Choose the int_zendesk filter.

Step 5 — After a moment the page will refresh. Click on the Ticket tab and notice the list of fields.

Step 6 — Remember that you previously chose the Active All option on the Integrations tab. This is the reason that all of the fields appear on the Ticket tab.

Let’s say, for example, that you want to display only the link. Remember, both the agent and analyst will only display the information that corresponds to the configuration as defined by the admin or super admins.

Switch to the other browser tab that displays the Ticket tab, and click the Deactive All option. Enter “link” in the Search By field and click the toggle ON for the name field.

Switch over to the other browser tab and refresh that page. After a few moments, you will see that the Information tab only displays two fields: link.

Salesforce

Follow the same approach for Salesforce.

Did this answer your question?