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  • 1.  Remove "Interaction", "Start a conversation", "Send a message", "Emergency Address"

    Posted 10-10-2024 07:25

    Hi Team,

    How can I Remove this below options for agents can you help me is any permission or setting need to change? attached Screenshot for ref.
    1. "Interaction widget" from side panel.
    2. "Start a conversation", 
    3. "Send a message",
    4. "Emergency Address".


    #ArchitectureandDesign

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    Roshan Narkhede
    Cognizant Technology Solutions India Private Limited
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  • 2.  RE: Remove "Interaction", "Start a conversation", "Send a message", "Emergency Address"

    GENESYS
    Posted 10-10-2024 08:30

    Hi Roshan

    Can you clarify, do you want to remove access to all 4 options?



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Remove "Interaction", "Start a conversation", "Send a message", "Emergency Address"

    Posted 10-10-2024 09:01

    Hi Sam,

    Yes, I want to remove that 4 options...Can you please specify what i need to do any changes?



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    Roshan Narkhede
    Cognizant Technology Solutions India Private Limited
    ------------------------------

    Original Message


  • 4.  RE: Remove "Interaction", "Start a conversation", "Send a message", "Emergency Address"

    Posted 10-10-2024 09:47
    Edited by Tibin Thomas 10-10-2024 10:21

    Hi Roshan,

    You can make changes in interaction tab by modifying the 'conversation' permissions, like remove 'Send Message' tab by not selecting create message permission.  It is safer to take a copy of role and change the permissions on new role.

    Below link mat help about setting up  Emergency Address.

    https://help.mypurecloud.com/articles/set-your-emergency-address-when-working-remotely/

    Best Regards,



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    Tibin Thomas
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    Original Message


  • 5.  RE: Remove "Interaction", "Start a conversation", "Send a message", "Emergency Address"
    Best Answer

    Posted 10-15-2024 05:47

    So, you can't remove the Make a Call, but you can put the user in a Site that does not allow them to dial anything but 911.

    As below, you can try removing the permission for messaging.

    The Interactions Widget is required for them to take the inbound calls.  

    The Emergency Address section cannot be removed to be compliant with USA Ray Baum 911 laws



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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