3382308 - COD2308 Unable to Create Ticket from Email Live Activity Session

• You are using the Live Activity integration with Sinch Contact Pro
• Contact Pro has been enabled per KBA 3081232 - Customer not identified in C4C Live Activity when e-mail arrives in the Communication Panel widget
• Customer is unable to create ticket from Live Activity after receiving and confirm a BP from an e-mail push

• SAP Cloud for Customer
• SAP Service Cloud
• Live Activity
• SAP Contact Center
• Sinch Contact Pro

1. Send an email to the corresponding e-mail queue defined for email push
2. Accept the Email from the Contact Pro (Widget)
3. Live Activity opens, but there is no option to create a ticket like there is when handling a phone call or chat activity

• The system is operating as intended.
• Live Activity Email pushes require a specific process/flow:
  1. The Email arrives to the CTI System.
  2. The CTI system will create the email activity via oData service
  3. The CTI then routes the email to the agent and sends a Notify payload message to C4C (pop-up opens)
  4. C4C will perform the customer identification based on matching master data records (sender's email address, and displays the notification) - not clickable
  5. When the agent accepts the e-mail or picks the e-mail from the queue, the CTI will send an email window event to C4C
  6. C4C will perform a lookup for the email activity using the ExternalReferenceID and show the information on the Notification - this is clickable
  7. If the "Open Details Automatically for Incoming Communication" flag is not enabled, the agent will need to click on the notification for the Live Activity window to open, if enabled, the Live Activity window opens automatically
  8. Agent can reply to the email from the Widget.
     • The CTI will create an email activity via oData in C4C.
     • No window events are required for this
• For Phone and Chat activities:
  • They are generated on-the-fly by the CTI system when the Accept payload is sent.

• If the Customer Hub is enabled - (Administrator -> Service and Social -> Live Activity Configuration -> Open Customer Hub flag = Yes)
  1. Go to the Customer Hub
  2. Navigate to the Email facet
  3. Click "New" email
• If the "Open Caller Detail View" is enabled - (Administrator -> Service and Social -> Live Activity Configuration -> Open Caller Detail View flag = Yes)
  1. From the Live Activity window, click on the subject
  2. E-mail Ti will open
  3. Click the + to create new ticket

3081232 - Customer not identified in C4C Live Activity when e-mail arrives in the Communication Panel widget

Create ticket, e-mail interaction, push email , KBA , LOD-CRM-LA , Live Activity , Problem