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Support Article

Live chats do not display in the Interaction portal



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.


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The PegaCA-Work-Interaction-Chat.Perform Harness rule is withdrawn and the PegaCA-Work-Interaction-Chat.NewDefaults activity is overridden in the custom ruleset.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.

Published November 6, 2019 - Updated December 2, 2021

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