SAP Knowledge Base Article - Public

3201562 - Chat Interactions are Duplicated for the Same External ID


 You have noticed that the Chat Interactions are duplicated for the same External ID.


SAP Cloud for Customer


You are passing incorrect parameters.


When passing parameters for chat, please consider the following:

  • Only use the parameters Type and EventType. The parameter "Event" is not required for chat creations.
  • If you use Type=Chat and EventType=Inbound it will always create a new chat.
  • If your intention is to update an existing chat with transcript, then you can use Type=CHAT, EventType=UPDATEACTIVITY, Action=END and use the same external Reference as you provided for EventType=INBOUND, this will result in the system updating the already existing chat.


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SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions