SAP Knowledge Base Article - Preview

2918588 - SAP CAI chat transcript is wrongly when transferred to the Communication Panel


  • You are using CAI (SAP Conversational AI). See "Chatbot Integration Setup".
  • The visitor uses Facebook Messenger integrated with SAP CAI bot
  • The chat transcripts that have more than 2000 characters are wrongly "formatted and cut in" when viewed in the Communication Panel
  • All the conversation history is kept in FB Messenger and any time when a visitor requests connection to a human agent the whole conversation from FB Messenger (incl. historical) is pushed to SAP CCtr from SAP CAI bot
  • The first transcript appears as one blob of text



SAP Contact Center 7.0


SAP Contact Center, on-premise edition 7.0


CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, Chat bot, transfer, Transcript, Recast.AI, Artificial intelligent chat , KBA , CRM-CCI , Contact Center Infrastructure , Problem

About this page

This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP ONE Support launchpad (Login required).

Search for additional results

Visit SAP Support Portal's SAP Notes and KBA Search.