How to distinguish between interactions on Interactions Tab

[former_member622]

Hi Team

On the Interactions tab in the Fiori UI of C4C, the icons / colour scheme to distinguish what type of interaction a message is (incoming/ outgoing/ internal note). Please consider the following example where a single agent

1. created a test ticket on the front end

2. Added an internal note

3. Replied to the test ticket from her customer account.

All the icons are the same and this can be very confusing for agents dealing with tickets with multiple interactions. Can these be updated by instance Admin or can a channel description be added?

Thanks and Regards
Les

[sandeephebbar · Accepted solution]

Hi Les,

In Fiori Client for Ticket interactions, we are already differentiating Internal notes, incoming and outgoing e-mails, refer the attached screen shot for sample.

Seems like you have manually created ticket and added Notes in your example, which actually shows as Internal notes.

Regards,

Sandeep