SAP Knowledge Base Article - Public

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

Symptom

  • 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

Environment

  • 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:
    1. Customer Hub -> Timeline -> Chat -> View Transcript or
    2. Go to Activities -> Chat -> Open the chat activity in question

Cause

 Missing payload

Resolution

  • Ensure your CTI sends the correct payload to C4C.
  • For example:

    payload -:-

    {
    "Type":"CHAT",
    "EventType":"UPDATEACTIVITY",
    "Action":"END",
    "Email":"Mike.Ross@test.com",
    "ExternalReferenceID":"ED4E4730D1C711EAAA5EBC019352B05E",
    "Transcript":"support@sap.com : Hello Mike\n Mike.Ross@test.com: Hello\n Mike.Ross@test.com : I need to book an appointment for fixing my washing machine\nsupport@sap.com :
     Sure, will tomorrow 12.00 PM work for you? \n Mike.Ross@test.com: yes thanks bye\nsupport@sap.com : bye"
    }

  • Transcript – Contains the plain text chat transcript.

See Also

  • 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

Keywords

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

Product

SAP Cloud for Customer core applications 2208