Multi-session Chat and Email: Agent cannot see Customer Information in created POD for Chat/Email contact

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SocialMiner Multi-session Chat and Email: Agent cannot see Customer Information in created POD for Chat/Email contact

Problem Summary Agent cannot see Customer Information in created POD for Chat/Email contact.
Error Message NA
Possible Cause If there are zero or multiple customers retrieved for an email id, then POD creation will proceed without associating with any customer.

Expected Extension field is missing.

Recommended Action

Finesse agent to manually update the POD with the customer details retrieved from a customer.

Verify that the extension field h_extensionField_Email for a chat/email Social Contact exists and contains the customer's email id.

Release Release 11.5(1)
Associated CDETS # None

Rating: 0.0/5 (0 votes cast)

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