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If skills are used in your Contact setup and you think the skill requirements of the conversation are incorrect, you can change them. To do this:

  1. Click edit_button.png on the conversation header after the skill requirement list.
    The Edit Skill Requirements popup opens.
  2. Add or remove skill requirements by selecting or deselecting their checkboxes.
  3. Click SAVE.
    The conversation's skill requirements are updated.

Conversation_edit_skills.png

 

If you do not have the necessary skills to handle the conversation yourself, you can transfer it back to the queue.

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Last update:
‎11-16-2021 06:18 AM
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