SAP Knowledge Base Article - Preview

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

Symptom

  • 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


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Environment

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

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0

Keywords

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

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