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:
- From Microsoft Appsource, get the Channel Integration Framework.
- Configure the channel provider.
To associate the chat activity to the customer entity:
- As an agent, using an appropriate web browser (for example, Chrome, or Microsoft Edge), log into the organization.
- Launch the Unified Interface app.
- On the right of the screen, use the communication widget to establish a chat between the agent and a customer.
- To open the Entity Creation menu, type /n
- Select an entity, for example, Case
- Fill in the details of the Case title, and save it.
- 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.
- To resolve this issue:
- For Case (Incident), on the Case UI form, add the field
cxlvhlp_chatsessionid
- For other entities (Lead, Opportunity, Custom entities), on the Opportunity, and Lead UI forms, add the field
cxlvhlp_chatactivityid
- For Case (Incident), on the Case UI form, add the field