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Knowledge Base search not opening after large message received from Visitor

  • Chat

Updated ~ minute read

In our legacy Chat platform, the Knowledge Base search button may not trigger a search, if the visitor has sent a message longer than 256 characters.

An error message in Dynamics 365: Business process error: You can use up to 256 characters for your search term, and you have exceeded that number.

Workaround

If this happens, open the Knowledge Base search directly in Dynamics 365 and search manually, instead of using the search button in the agent widget.