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 is the system expected behavior.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

Keywords

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

Product

SAP Cloud for Customer core applications all versions