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How to fire "Copy Contact" for chats where no incident is created?

Accepted answer
edited Jul 14, 2017 4:38PM in Communication Channels 1 comment


We have established that for yet an unknown reason (investigating with Oracle Support), about 10% of all our chats do not get an incident reference # created. And about 10% of those 10% are chats that should have been saved (were not abandoned before they had any interaction).

Because of this, they are not getting saved in our backoffice, cause the copy contact only fires on the Incidents.

I was wondering whether:

a) Anyone came across the same/similar issue

b) Is there a way to write a rule that would copy the transcript when the chat is saved, irreleveant whether an Incident Reference# exists or not? Basically to fire the copy contact on something else than the Incident Saving, but still after the chat was finished.

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