Agent Chat Messages updating Interaction record

[Ethan Davies]

Hi there,

I am running into an issue where I am trying to set the 'Account' (CSM) field on a Chat type Interaction record. The issue happens when a Virtual Agent chat is transferred to a Live Agent, I will explain further below.

Using some business logic, I am setting the 'Account' field on the Interaction record to a value stored in a User Preference rather than the Account field on the Contact record, this works fine. However, when the user is transferred to Live Agent, as soon as a message is sent from either the Agent or the Customer, there is an update that sets the Account field back to the value on the Contact record rather than the User Preference. I cannot find the Business Rule that controls this behavior. Every time a new chat message in the VA Conversation is sent it seems to trigger an update on the Interaction record, does anyone know where this is?

Thanks in advance.

[Ethan Davies · Accepted solution]

Issue has been found. We were using gs.getPreference() so when the Agent was updating the VA Conversation it was using their preference rather than the preference of the Contact associated with the Interaction record.