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.
