SAP Knowledge Base Article - Public

3264998 - After chat transfer from one agent to another the full transcript is missing in the Ticket Interaction


  • You are using Live Activity
  • You have a widget integration that handled chat interactions, for example, Sinch Contact Pro
  • After creating a ticket in C4C and transferring the chat to another agent, even when that agent receives the chat transcript, such transcript is not linked to the ticket

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


  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales
  • Sinch Contact Pro

Reproducing the Issue

  1. Agent 1 receives a chat via the CTI widget.
  2. Agent 1 confirms and creates a new ticket, for example, ticket 1234
  3. Agent 1 chats with the customer and decides to transfer the chat to agent 2
  4. Agent 2 receives the chat and accepts it (at this point, the agent can see the transcript from the previous customer interaction with Agent 1)
  5. Agent 2 continues chatting with the customer and ends the chat.
  6. Agent 2 opens example ticket 1234, Interactions, and can only see the transcript for Agent 1 and the customer.


  • Missing steps, or
  • CTI did not send the chat transcript payload in the end event


  • When agent 2 receives the chat transfer from agent 1, after accepting the chat and confirming the customer, the agent should link the chat interaction with the ticket
  • You may also check the "View Details" to see the chat transcript:
  • If this above has been done, and there is still no chat transcript, then ensure that the CTI sent the correct payload per the "Chat Events and Payload"

See Also

  • 3259256 - Chat transcript is not updated to the Chat Activity when using Live Activity CTI integration
  • 3201562 - Chat Interactions are Duplicated for the Same External ID
  • 2803384 - UpdateActivity Event in CTI adapter is not updating the changes in the Activity


Chat, transcript, CTI, Ticket, Interaction, transfer, blind transfer, warm transfer, chat activity, chat interactions, copied, inherited , KBA , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer core applications 2208