Edit live

Use this screen to review, change, or delete a live. Before saving, confirm the change will not affect other system flows.

When to use

Use this screen to review, change, or delete a live. Before saving, confirm the change will not affect other system flows.

How to edit live

Open the item from the list, search, or detail link.
Review the current data before changing it.
Update only the fields that need changes.
Save and confirm that the update looks correct.

How to delete live

When a delete action is available, use it only after confirming the item is no longer needed. The system may ask for confirmation before removing the record.

Important fields

Channel: Choose the source or service channel.
Queue: Choose the queue responsible for receiving, routing, or filtering work.
Customer phone: Enter the number in the format used by your operation.
Owner: Fill it according to the screen context and review it before saving.
Message: Type the text that will be sent or used in the service flow.

Available actions

End: close the current service item or process.
Reactivate: reactivate a closed conversation.
Send message: send or resend the prepared message, file, or request.
Take service item: take ownership of the selected service item.
Transfer: transfer the service item to another owner.
Add to blacklist: block the contact or prevent unwanted interactions.
Attach file: add, replace, or remove attached files.
Mark as unread: mark the conversation for later follow-up.