We are having an issue with Agent Chat where if a user or agent enters the ticket number in the chat then the chat is automatically closed. It appears what is happening is that the "Assocate Record" option is being engaged and associating the Interaction record with the existing ticket number (i.e. Incident or RITM number).
This issue is also not allowing our agents and users to interact with each other and share ticket numbers via the chat session.
Wondering if anyone else has come across a similar action and what actions were taken to prevent it. I attached a copy of the chat transcript to see what is happening.
Hi @DTURNER247 -
What should happen is that the associated record should display for easy access for the agent and the user. In my example, I enter an RITM and the associated record is displayed and I can continue the conversation. I get the same link but it does not end the conversation. In the conversation record (sys_cs_conversation), the associated tasks and messages (sys_cs_messages) might give you some insight. In mine, there is a record for this in sys_cs_message (the UI type is output card), followed by my action messages before my user ends the chat.
Perhaps there's a rule or some customization on the interaction table that you could also verify.
Hope that helps -
Tricia
LOL - not enough coffee this morning! I didn't realize "beth" was answering her own question 🙂 . I tested again, where "david" types in the RITM and I was still able to move past the associated record to continue the conversation, slightly different results. After David types in the associated record as well, the UI card does not display to the end user but the conversation continues.
In the sys_cs_message table (where I can compare both Output cards), nothing appears different in mine, however I can see what task is being called. I would see if there are edits to the UI Actions, client scripts or business rules on the interaction table.
