What is the Difference between Live Help responses and categories?

(Doc ID 1951604.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.


I have an Agent that is having an issue with Chats and have 3 things I need some help with please.

Issue #1
They clicked on the “sales +” and as you see from image there was nothing that dropped down.
Sometimes they populate and sometimes they dont. Could that just be an issue with the Client?

Issue #2
Sometimes the "dispositions" populates and sometimes it doesn't.
I then clicked on “dispositions +” and as you see below it gave me options to choose from . this should be the same with the “Sales” folder. But the Sale's folder is showing blank?

Issue #3
How do we configure the values of the dispositions? I can't find it.


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