Connect Support

[Praveen Paleka2]

Hi,

I wanted to learn about the in and out working of connect support, but i didnt find the wiki docs or youtube videos helpful. Can someone please help with indepth documentation ?

i am basically want to understand how chat_queue_entry, live_profile,live_group_profile,live_message tables etc are inter-related to each other.

Thanks

[Harsh Vardhan]

Hi Praveen,

if your quires has solved. would you mind to mark the answer correct and close this thread so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

How To Mark Answers Correct From Community Inbox

[keith_schaefer · Accepted solution]

I agree that examining these tables in the schema is helpful. But as this has not been listed as resolved, I will also try to provide some help.

"I   basically want to understand how chat_queue_entry, live_profile, live_group_profile, live_message tables etc are related to each other."

A [chat_queue_entry] record is basically the culmination of a single Support chat session/conversation. It has some important fields including the state of the conversation, the queue, and a reference to the live group profile.

To expand on a couple of these fields, see below.

Queue: A reference to the specific [chat_queue] Queue to which the conversation belongs (ex: HR Support, IT Support, etc…)

Group: A [live_group_profile] reference. This is a table which pools together the members of the conversation. You will see this has a Related List of "Live Group Members."   In Support conversations, the list will have references to the [live_group_member] records for the end user, agent, and even the chat queue entry (conversation) itself.   Live Group Member records basically just say that 'x' [live_profile] belongs to 'y' [live_group_profile] as a group member.

The [live_profile] records are part of the Live Feed functionality, and have been leveraged for Connect. They are the pieces which clarify which users were conversing. You will see the Document field on these records will usually either be the User [sys_user] or specific Chat Queue Entry for which it was created.

[live_message] represents a record of each message typed into Connect (or Live Feed).   So, a full [chat_queue_entry] typically involves several Live Messages, from both an agent and an end user.   You can configure the list view of [live_message] records to get an idea of which messages were part of which conversation. Or, you can add the 'Activities' formatter to the [chat_queue_entry] form and see the messages formatted as the conversation took place.

I hope this helps to give you some extra insight on the relationships of the tables!   Please let me know if I can further clarify anything I mentioned.

Thanks!

Keith S.

[VaranAwesomenow]

Thanks Keith, nice summary of all the tables involved.

Do you have any insight into the tables that we involved when we try to transfer the chat or escalate a chat to a different group?

Best Regards

Anil

[keith_schaefer]

Hi Anil,

I do believe that process still involves the same tables.   The thing to be cognizant of is that when the chat transfers, it will be split into an original [chat_queue_entry] with the first messages, group, and members - and a new record will be created for the subsequent conversation.

I hope that helps!

Keith S.