SAP Knowledge Base Article - Preview

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

Symptom

  • 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


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

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

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