SAP Knowledge Base Article - Preview

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

Symptom

  • 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.


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Environment

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

Product

SAP Cloud for Customer core applications 2208

Keywords

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

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