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Connect Support upgrade information

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Connect Support upgrade information

Connect Support upgrade information for the Helsinki release.

Upgrading to Connect Support from legacy chat

With Geneva and Helsinki you have the option to upgrade from legacy chat to Connect Support. When Connect Support is enabled, users designated as support agents have access to the support tab of the Connect sidebar.

Legacy chat and Connect Support cannot be used concurrently. Starting with Helsinki Patch 2, when you activate Connect Support, the system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to Closed Complete. This ends any open help desk chats.

If you use the legacy chat feature to provide help desk support, close any open help desk chats before activating Connect Support.