Symptom
Agent field not automatically populated when new Ticket is created for Inbound WhatsApp Message
Environment
SAP Cloud for Customer
Reproducing the Issue
- Inbound WhatsApp message is received via SAP Contact Center e.g. Sinch Contact Pro.
- Message is confirmed via Live Activity Center which when the Message was accepted.
- Message is confirmed via Live Activity Center.
- New Ticket is opened for the linked Message.
- 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