SAP Knowledge Base Article - Public

3268635 - Agent field not automatically populated when new Ticket is created for Inbound WhatsApp Message

Symptom

Agent field not automatically populated when new Ticket is created for Inbound WhatsApp Message

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Inbound WhatsApp message is received via SAP Contact Center e.g. Sinch Contact Pro.
  2. Message is confirmed via Live Activity Center which when the Message was accepted.
  3. Message is confirmed via Live Activity Center.
  4. New Ticket is opened for the linked Message.
  5. Result:  Agent field is not automatically populated.

Cause

The inbound WhatsApp message uses the source "Messaging" and current User Determination for agent (processor) works only for data origin type code - Manual and Telephony

Resolution

This behaviour is not currently supported.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center. You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right-hand side of SAP Application Development site, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Customer Influencer Site to submit an idea.

Keywords

Live Activity Center, WhatsApp, Agent field, Agent, Processor, SAP Contact Center, Sinch Contact Pro , KBA , LOD-CRM-SC-MES , Messaging / SMS , LOD-CRM-LA , Live Activity , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications all versions