Hello. I have another setting that I have been tinkering with and may need to open a case, but wanted to check with the community first in case its something really silly I am missing...

When an AI chat initiates, I see all chats in the Bot tab of the Agent portal. Once closed, I typically can see that chat history in the Closed tab, however for some departments the chat disappears completely and I no longer can find the chat on any tab. I am sure this must be something related to the API key, but I have attempted setting up a new department to test by copying all settings from an existing department (with desirable flow/behavior), but have not had success. 

I have attached 2 example images  - one for our Police Department that shows how I want the chat history to work, and one from our Fire Department where the chat history disappears once the customer closes the bot chat. Also I have noticed that some chats carry over to the Closed tab with the Department in the column and some do not. Not sure if this is related but if I could get that department name in for all departments it would be great.

Please let me know if I should open this to support. I appreciate any insight!

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Nicole VanWie
State of Arizona - City of Mesa
------------------------------

Hey Nicole!

Talking to some of the team, the best next step would be to open a ticket on this.

Hunch is that it might be something in the routing rules settings, but they would be able to determine that.

------------------------------
Anthony Romero
Genesys - Employees
------------------------------

Original Message:
Sent: 12-06-2022 13:31
From: Nicole VanWie
Subject: AI to Agent Chat History

Hello. I have another setting that I have been tinkering with and may need to open a case, but wanted to check with the community first in case its something really silly I am missing...

When an AI chat initiates, I see all chats in the Bot tab of the Agent portal. Once closed, I typically can see that chat history in the Closed tab, however for some departments the chat disappears completely and I no longer can find the chat on any tab. I am sure this must be something related to the API key, but I have attempted setting up a new department to test by copying all settings from an existing department (with desirable flow/behavior), but have not had success.

I have attached 2 example images  - one for our Police Department that shows how I want the chat history to work, and one from our Fire Department where the chat history disappears once the customer closes the bot chat. Also I have noticed that some chats carry over to the Closed tab with the Department in the column and some do not. Not sure if this is related but if I could get that department name in for all departments it would be great.

Please let me know if I should open this to support. I appreciate any insight!

------------------------------
Nicole VanWie
State of Arizona - City of Mesa
------------------------------

Sounds good, I will do that. Thanks

------------------------------
Nicole VanWie
State of Arizona - City of Mesa
------------------------------

Original Message:
Sent: 12-06-2022 14:01
From: Anthony Romero
Subject: AI to Agent Chat History

Hey Nicole!

Talking to some of the team, the best next step would be to open a ticket on this.

Hunch is that it might be something in the routing rules settings, but they would be able to determine that.

------------------------------
Anthony Romero
Genesys - Employees

Original Message:
Sent: 12-06-2022 13:31
From: Nicole VanWie
Subject: AI to Agent Chat History

Hello. I have another setting that I have been tinkering with and may need to open a case, but wanted to check with the community first in case its something really silly I am missing...

When an AI chat initiates, I see all chats in the Bot tab of the Agent portal. Once closed, I typically can see that chat history in the Closed tab, however for some departments the chat disappears completely and I no longer can find the chat on any tab. I am sure this must be something related to the API key, but I have attempted setting up a new department to test by copying all settings from an existing department (with desirable flow/behavior), but have not had success.

I have attached 2 example images  - one for our Police Department that shows how I want the chat history to work, and one from our Fire Department where the chat history disappears once the customer closes the bot chat. Also I have noticed that some chats carry over to the Closed tab with the Department in the column and some do not. Not sure if this is related but if I could get that department name in for all departments it would be great.

Please let me know if I should open this to support. I appreciate any insight!

------------------------------
Nicole VanWie
State of Arizona - City of Mesa
------------------------------