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Agent should not allow chat permission to Reject but this is happening with OMCE bot (Doc ID 2485679.1)

Last updated on OCTOBER 01, 2020

Applies to:

Mobile Cloud Enterprise - Version 17.4.1 and later
Oracle Digital Assistant - Version 18.3.5 and later
Information in this document applies to any platform.

Symptoms

We do not allow our agents to have the chat permission "Reject", but our logs indicate that this is happening to some chats. For example:

bot: For your records, the incident number for this chat is: 12341234
bot: Is there anything else I can help you with today?
user: {"postback":{"system.botId":"XXXXXXX","action":"Something else","system.state":"startAgainMenu"},"type":"postback"}
bot: Sure, can you tell me a bit about what you need help with?
user: where is my parcel?
bot: Agent rejected



Cause

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In this Document
Symptoms
Cause
Solution
References


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