New Case, Lead or Opportunity is not Associated with Chat Activity

This article is about a problem that may happen when an agent uses the "/n" chat command. In some cases, the created case, lead, or opportunity may not properly link to the Chat Activity. 

Symptom

If you have this problem, it will occur when an agent uses the "/n" chat command. For example, an agent may use "/n" and then select case. After entering a title and saving the case, the Chat Activity should show the name of the new entity in the Regarding field. Notice how this should normally appear.

If the Regarding field shows the name of the visitor instead of the name of the case (or lead or opportunity), then you have this problem. 

This problem may also cause a "No data available" error in the My Open Opportunities and My Open Leads sections of the Sales Dashboard in the Sales Hub. 

Solution

Prerequisites 

Before you can fix this problem, make sure that your channel provider is set up correctly. 

1. Open the Live Assist Admin Portal
2. When the modal pop-up for Diagnostics opens, click the Run tests button
3. Confirm that a green check box appears next to the "Live Assist Channel Provider for Messaging" item in the list (or the "Live Assist Channel Provider for Chat" item if your organization is still using our legacy Live Chat platform)
4. If the green check box is missing, go through the steps in this article to confirm your Channel Integration Framework is set up correctly. (Or use this article instead of your organization is still using our legacy Live Chat platform)

Note: If the Diagnostics welcome pop-up does not appear, go to Diagnostics using the left navigation menu, after the admin portal is open.

How to fix the problem

1. Open the Microsoft Power Apps portal
2. Go to the "Environment" menu in the top menu bar and select the Environment where the problem occurs
3. From the left navigation pane, go to Tables. Then go to the All tab and search for "case". Then click on Case in the list to open it
   
4. From the Data experiences card, go to Forms
   
5. Click on Case for Interactive experience in the list to open it.
   

6. Look for Chat Session ID in the list of Table columns that appears in the left pane. (Before looking, deselect the box for "Show only unused table columns" if it is selected.)

7. If the Chat Session ID column does not exist in the list, click on the New table column button. A popup New column form will appear on the right. Enter the following information:
   
   Display name: Chat Session ID
   Data type: Single line of text
   Format: Text
   Behavior: Simple
   Required: Business recommended
   Searchable: Check this box
   in Advanced options:
   

   Schema name: cxlvhlp_chatsessionid
   Logical Name: cxlvhlp_chatsessionid
   Maximum character count: 100
   Input method editor (IME) mode: Auto
   Enable auditing (in the General card): Check this box
   
   Then click the Save button. Confirm that Chat Session ID now exists in the Table Columns list.
8. Double click on Chat Session ID entry in the list of Table columns that appears in the left pane. This will add it to the New Case form that appears in the center of the page. 
   
9. If you want, you can hide the field from the New Case window. Click on it in the center window, and then check the Hide box in the right side menu. (This is optional.) When you are done, click the Save and Publish button.
   
10. Repeat the same steps for the other entities (Lead, Opportunity, and any Custom entities) that you use.