Hi Team,
I have configured the Amazon Connect Chat integration with ServiceNow, including the chat flow, agent configuration, and Offer Work API for handling chat offers.
The following functionality is currently working as expected:
- Amazon Connect successfully routes the chat to the ServiceNow agent.
- The chat offer is received by the agent.
- The agent is able to accept/reject the chat using the Offer Work API.
- After accepting the chat, the corresponding interaction is successfully opened in the ServiceNow console.
Issue
The issue occurs after the interaction is opened.
The Active Chat Workspace / chat conversation interface is not displayed for the agent. I am also seeing the following error:
sn_cti_provider_msg_transformer
Because of this, the chat is successfully offered, accepted, and the interaction is opened, but the agent cannot access the active chat conversation/workspace to continue the conversation with the customer.
Actual Behavior
- Chat offer → Working
- Accept chat → Working
- Interaction opens → Working
- Active Chat Workspace → Not visible
- sn_cti_provider_msg_transformer error → Observed
I would appreciate any guidance on:
- Are there any additional Agent Workspace / Configurable Workspace / Agent Inbox configurations required for the Active Chat Workspace to be displayed after accepting the chat?
- Could the sn_cti_provider_msg_transformer error be related to the Amazon Connect provider configuration, chat provider configuration, or message transformer mapping?
- Are there any specific ServiceNow logs, system properties, or configuration records that I should check to identify why the Active Chat Workspace is not being loaded?
- Has anyone encountered a similar issue while integrating Amazon Connect Chat with ServiceNow?
