Account and Contact are not set on Chat Interaction

ColeM · Thursday

When completing a chat interaction from as a Contact with an associated Account, the Opened For reference field is set to the user who opens the chat; however, Contact & Account are empty. This issue occurs for live agents and when chatting only with the virtual agent.

I know I can make a business rule to populate these fields, but should they be getting set OOB?

Any advice would be appriciated,

Cole

Laveena-Agarwal · Friday

Hi @ColeM

I tried replicating this in my PDI as well, and I can confirm that even OOB it doesn’t get set.

I noticed that although a reference qualifier is present, the values are not getting auto-populated for these fields.

ColeM · Friday

Thanks Laveen, it looks like your interaction was opened for the system administrator, who does not have a related contact or account. Could you retry while impersonating a contact user with an associated account?

Thanks again for the help.

Laveena-Agarwal · Sunday

Hi @ColeM

I have tried with contact user with associated account and it working for me in PDI, contact and Account fields are populating correctly.