3361007 - WhatsApps and SMS Interaction not saving in the customer hub timeline view

• You are using the Agent Desktop in Service Cloud V2 or as an add-on in Service Cloud
• After a WhatApp or SMS Interaction, you noticed that there is no interaction created in the Customer Hub Timeline

• SAP Cloud for Customers
• SAP Service Cloud
• SAP Sales Cloud
• SAP Sales and Service Cloud

1. Start a WhatsApp or SMS interaction as per your CTI provider steps
2. The interaction is alerted in the Agent Desktop
3. Agent Accept and Confirm a Business Partner
4. The Customer Hub opens, but the timeline is not updated with the WhatsApp or SMS interaction as expected

Missing configuration

1. First, the administrator must identify the externalId, passed by the CTI since this information may differ from CTI providers
   
   • Contact your CTI vendor to get these delails, or
   • Idetify this information from the current payload sent by the CTI. For this, here are some simple steps:
     1. Connect to your tenant, and open the Developer Tool (Either Chrome or MS Edge is fine)
     2. Go to the Network Tab, and filter by "Session" payload in the Console logs
     3. Start a WhatApp or SMS interaction as usual
     4. Search for "channel: {externalId: ", and there should be something like:
        • channel: {externalId: "sms"} or
        • channel: {externalId: "whatsapp"}
2. Once the externalId is identified, you will need to maintain the Channel:
   • For Service Cloud V2:
     1. Click on the Profile (Avatar), and select "Settings"
     2. Search for CTI Configuration and open
     3. Move under "Channels", and add the following:
        1. Type = WhatApp
        2. ID= whatsapp (as per the externalId seen above)
        3. Set Activate = true
        4. Identify Customer By = Phone
        5. Do the same steps for SMS, or any other supported channel per KBA 3247870
   • For Service Cloud V1:
     1. Go to Administrator, Service and Social, Configure Agent Desktop
     2. Open the Agent Desktop Administration, and go to Configure Widget and Provider
     3. Move under "Channels", and add the following:
        1. Type = WhatApp
        2. ID= whatsapp (as per the externalId seen above)
        3. Set Activate = true
        4. Identify Customer By = Phone
3. Save the changes, restart the UI and test 

• KBA 3247870 - Supported Interaction Events in Customer Hub Timeline
• Set Up Guide for SAP Service Cloud Version 2
• Agent Console Add-On for SAP Service Cloud

WhatApp, SMS, timeline, Customer Hub, update, CNS, NGAP, Agent Desktop, AD,  , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem