SAP Knowledge Base Article - Public

3259256 - Chat transcript is not updated to the Chat Activity when using Live Activity CTI integration


  • You have integrated SAP Cloud for Service Live Activity to create activities from chat (see "Record Chat Activities") 
  • The CTI is passing the transcript information in the payload but there is still no chat transcript shown in the activity

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


  • SAP Cloud for Service
  • SAP Cloud for Sales
  • C4C
  • Live Activity 

Reproducing the Issue

  1. Start a chat
  2. Accept the chat
  3. Confirm an account, individual customer or contact and start chatting
  4. End the chat 
  5. Check the chat transcript by either going to:
    • Customer Hub -> Timeline -> Chat -> View Transcript or
    • Go to Activities -> Chat -> Open the chat activity in question


  • Missing or incorrect configuration
  • Missing or incorrect payload


  • Ensure the "Comm. System ID" maintained under the Live Activity Configuration is also maintained under the "Communication Systems" using the following steps:
    KBA_ 3259256_CmmSysID.png
    1. Go to the Administrator work center
    2. Select the General Settings view
    3. Open Communication Systems
      • If there was no Comm. System ID, then create a one
        1. Click "New"
        2. Under "Basic Information", enter the "ID" (for example, Contact_Center), "Host Name = Contact_Center" and "System Type = Internet"
        3. Go to System Instances and click "Add Row"
        4. Enter System ID = Contact_Center and Preferred Application Protocol = 5 - Web Service
        5. Click "Save and Close"
      • If there was already one created, then ensure that the ID is exactly the same as what was defined in the Live Activity Configuration AND "In Use" field is enabled
      • Specially the System Instance ID, which in this example is "Contact_Center"
      • It is important that both the Communication System ID and the Business Instance ID are the same as the one maintained on the Live Activity Configuration
  • Ensure that your CTI sends the correct payload to C4C.
    • For example:
      payload -:-

      "Transcript":" : Hello Peter\n Hello\n : I need to book an appointment for fixing my washing machine\ :
       Sure, will tomorrow 12.00 PM work for you? \n yes thanks bye\ : bye"

    • Transcript – Contains the plain text chat transcript.

See Also

  • 3251501 - Customer Hub View does not open with new inbound phone call while using the Live Activity
  • 2800665 - SAP Contact Center ECF chat integrated with C4C using the Live Activity RUI is not showing the chat transcript in the live activities
  • 2803384 - UpdateActivity Event in CTI adapter is not updating the changes in the Activity


 Transcript, chat, update, activity , KBA , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer core applications 2208