Support Article

The live chat does not populate certain information



On accepting an incoming Chat request, the Connected Status system message does not display in the Live Chat section.

Error Messages

Not Applicable

Steps to Reproduce

  1. Launch the Interaction portal.
  2. Initiate a Chat request from an end user session.
  3. Accept the incoming chat request. In the Live Chat section, the Connected status system message does not display.

Root Cause

An issue in the custom application code or rules.
The LocalizationInclude script was not included in the custom CPMInteractionPortalHeader section.


Perform the following local-change:

Include the LocalizationInclude script in the custom CPMInteractionPortalHeader section.

Published May 31, 2019 - Updated August 20, 2019

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