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ODA: Conversation With Agent Associated With Wrong Contact (Doc ID 2562921.1)

Last updated on JUNE 11, 2021

Applies to:

Oracle Digital Assistant - Version 20.x and later
Information in this document applies to any platform.

Symptoms

There is an issue, whereby the Contact associated with the Chat Incident created by the Digital Assistant is wrong.

When a chat is created between the customer and agent, the following details are provided to the chat:
- First Name
- Last Name (Optional)
- Email Address

Actual behaviour: When First, Last and Email are passed in instances where an old contact exists and an email address is not associated,
the wrong contact is selected by the Chat.

Expected behaviour: The contact should be searched on all criteria - First, Last and Email - and then select the correct contact.
This behaviour is already seen in the Core Service Cloud Ask Page.


E.g: Consider that the following two contacts are present in the system:

ID First Name Last Name Email Created
100001 Abc Def - 01-01-2016
2000002 Abc Def abc.def@xyz.com 10-06-2019


Chat criteria provided is:
  Abc
  Def
  abc.def@xyz.com

The ASK page in Service Cloud correctly returns: 2000002
The Digital Assistant talking to Service Cloud incorrectly returns: 100001

The problem here, is that when Old Contacts are associated with new Chats they become confusing and hard to track issues
Additionally, the reporting system shows that the associated user does not have email address because the old contact is associated.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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