Entity Creation Menu: Associating the Chat Activity to Case, Lead, or Opportunity

When using the Unified Interface > Entity Creation menu, the Case, Lead, or Opportunity menu items do not always associate the chat activity with the customer entity.

Note: In Web View, the association is made automatically.

To fix this issue, make sure that you meet the pre-conditions, then complete the following procedure.

Pre-conditions:

1. From Microsoft Appsource, get the Channel Integration Framework.
2. Configure the channel provider.
   

To associate the chat activity to the customer entity:

1. As an agent, using an appropriate web browser (for example, Chrome, or Microsoft Edge), log into the organization.
2. Launch the Unified Interface app.
3. On the right of the screen, use the communication widget to establish a chat between the agent and a customer.
4. To open the Entity Creation menu, type /n
   
   
5. Select an entity, for example, Case
6. Fill in the details of the Case title, and save it.
7. Click the Chat Activity button.
   The Regarding field should be updated with the entity name that you entered.
   If this field displays the customer name instead of the entity name, the chat activity has not been associated correctly:
   
   Similarly, under the Opportunities and Leads entries, if the fields display No data available, the chat activity has not been associated correctly.
   
8. To resolve this issue:
   1. From PowerApps portal click "Tables" from the left menu. Select "All" tab and search for "case".

   2. From case window go to From Data experiences column and click on Forms.

   3. Click on Case for Interactive experience.
      

   4. If there is no Chat Session ID column on the left side, create new from here: "New table column"

      Form Fileds window will open. Create form accordingly.

      Display name: Chat Session ID
      Data type: Single line of text
      Format: Text
      Behavior: Simple
      Required: Business recommended
      Searchable: Ticked
      in Advanced options
      Schema name: cxlvhlp_chatsessionid
      Logical Name: cxlvhlp_chatsessionid
      Maximum character count: 100
      Input method editor (IME) mode: Auto
      General: ticked on "Enable auditing"
      Save

      Field will be added in the left menu.
      
      
   5. Double click on Chat Session ID filed in the left menu and it will be added to the form.
      
   6. If you want you can hide the filed from this editing window. Click on Save and Publish from the top right.
      
      
      
   7. For other entities (Lead, Opportunity, Custom entities), on the Opportunity, and Lead UI forms, add the field cxlvhlp_chatactivityid