Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Live chats do not display in the Interaction portal

SA-85090

Summary



In the Interaction portal, the Live Chat section does not display in the Chat interaction.


Error Messages



Not Applicable


Steps to Reproduce

  1. Initiate a chat from the Chatbot integrated in a SharePoint site.
  2. Accept the chat request in the CSR Interaction portal. The Chat text area and the Chat Live text area do not display.


Root Cause



An issue in the custom application code or rules.

The out-of-the-box Perform harness from the PegaCA-Work-Interaction-Chat class was customized. After the upgrade, the new changes made were missing.


Resolution



Here’s the explanation for the reported behavior:

The PegaCA-Work-Interaction-Chat.Perform Harness rule is withdrawn and the PegaCA-Work-Interaction-Chat.NewDefaults activity is overridden in the custom ruleset. Since this harness acts as a template for the Chat interaction, it should not be overridden because the new changes do not display post upgrade to the current version of the application. Instead, the rules included in the Perform harness rule are updated. These overridden rules should be identified during the Pre-Upgrade checker for Pega Customer Service application and addressed before the upgrade as specified in the Upgrade guide.
Suggest Edit

Published November 6, 2019 - Updated December 2, 2021

Did you find this content helpful? Yes No

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us