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Support Article

Blank Interaction with no wrap up



Sporadically in production, users find that interactions are blank when pending items are opened from the worklist.

Investigation of the work object reveals that an incorrect CAInteractionDriver rule was selected, with subsequent downstream errors.

Error Messages

Not Applicable

Steps to Reproduce


Root Cause

There is a property called HCCustomerType which should be either "member" or "provider".

For unknown reasons, this property is sometimes missing. This results in downstream errors.


Perform the following local-change:

Add a check to the flow AppContactSearch.

If HCCustomerType is blank or missing, route the case to Member Search.

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Published April 25, 2017 - Updated December 2, 2021

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