3259256 - Chat transcript is not updated to the Chat Activity when using Live Activity CTI integration

• You have integrated SAP Cloud for Service Live Activity to create activities from chat (see "Record Chat Activities") 
• The CTI is passing the transcript information in the payload but there is still no chat transcript shown in the activity

  Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

• SAP Cloud for Service
• SAP Cloud for Sales
• C4C
• Live Activity 

1. Start a chat
2. Accept the chat
3. Confirm an account, individual customer or contact and start chatting
4. End the chat 
5. Check the chat transcript by either going to:
• Customer Hub -> Timeline -> Chat -> View Transcript or
• Go to Activities -> Chat -> Open the chat activity in question

• Missing or incorrect configuration
• Missing or incorrect payload

• Ensure the "Comm. System ID" maintained under the Live Activity Configuration is also maintained under the "Communication Systems" using the following steps:
  
  
  1. Go to the Administrator work center
  2. Select the General Settings view
  3. Open Communication Systems
  • If there was no Comm. System ID, then create a one
    1. Click "New"
    2. Under "Basic Information", enter the "ID" (for example, Contact_Center), "Host Name = Contact_Center" and "System Type = Internet"
    3. Go to System Instances and click "Add Row"
    4. Enter System ID = Contact_Center and Preferred Application Protocol = 5 - Web Service
    5. Click "Save and Close"
  • If there was already one created, then ensure that the ID is exactly the same as what was defined in the Live Activity Configuration AND "In Use" field is enabled
  • Specially the System Instance ID, which in this example is "Contact_Center"
  • It is important that both the Communication System ID and the Business Instance ID are the same as the one maintained on the Live Activity Configuration
• Ensure that your CTI sends the correct payload to C4C.
• For example:
  payload -:-

  {
  "Type":"CHAT",
  "EventType":"UPDATEACTIVITY",
  "Action":"END",
  "Email":"Peter.Parker@test.com",
  "ExternalReferenceID":"ED4E4730D1C711EAAA5EBC019352B05E",
  "Transcript":"support@sap.com : Hello Peter\n Peter.parker@test.com: Hello\n peter.parker@test.com : I need to book an appointment for fixing my washing machine\nsupport@sap.com :
   Sure, will tomorrow 12.00 PM work for you? \n Peter.Parker@test.com: yes thanks bye\nsupport@sap.com : bye"
  }

• Transcript – Contains the plain text chat transcript.

• 3251501 - Customer Hub View does not open with new inbound phone call while using the Live Activity
• 2800665 - SAP Contact Center ECF chat integrated with C4C using the Live Activity RUI is not showing the chat transcript in the live activities
• 2803384 - UpdateActivity Event in CTI adapter is not updating the changes in the Activity

 Transcript, chat, update, activity , KBA , LOD-CRM-LA , Live Activity , Problem