2620739 - SnapEngage Chat URL Is Not Displayed as a Hyperlink in the Ticket

After configuring the SnapEngage integration, the Insert: Chat URL hyperlink is not available in the ticket.

 SAP Cloud for Customer core applications

1. Go to the Services work center.
2. Navigate to the Tickets view.
3. Open any ticket.
4. Observe that the Insert: Chat URL hyperlink below the reply editor is not displayed.

To use the SnapEngage integration, all required configuration settings must be maintained correctly, including:

• Enable Application Programming Interfaces (APIs) in Business Configuration.
• Create and activate the SNAP_ENGAGE communication system.
• Create the SnapEngage communication arrangement and note the User ID.
• Configure the integration in the SnapEngage admin portal using the correct Service Address and User ID, and generate the API key.
• Maintain the generated API key in Administrator → Business Flexibility → Mashup Web Services.

In this case, the issue was caused by an incorrect Chat Provider configuration. The Service ID was entered incorrectly as:

• Incorrect: BYD_COD\SNAPENG 
• Correct: BYD_COD/SNAPENG

Because the Service ID was configured incorrectly, the Insert: Chat URL hyperlink was not displayed in the ticket.

To resolve the issue, update the Service ID in the Chat Provider configuration.

1. Go to the Administrator work center.
2. Navigate to Service and Social.
3. Under Communication Channels, open Chat Provider.
4. Verify and update the Service ID for API to the following value:
   • BYD_COD/SNAPENG
5. Save the changes.

After correcting the Service ID, the Insert: Chat URL hyperlink is displayed in the ticket as expected.

Snap, Chat, Hyperlink, Ticket, Mashup, API , KBA , LOD-CRM-SC-CHA , Chat , Problem