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Contact Details Are Not Auto-populated From Chat When The Agent Clicks On Search Again Button. (Doc ID 2749905.1)

Last updated on AUGUST 29, 2023

Applies to:

Oracle Fusion B2B Service Cloud Service - Version and later
Information in this document applies to any platform.


Why are the contact details not defaulted from the chat when the agent selects the 'Search again' button when creating the contact?

When a user initiates a chat from DCS  they enter their contact information.  ( Firstname, lastname, e-mail address etc.)
When the agent accepts the inbound chat, a popup is displayed that searches for the contact if it exists.

If the agent selects 'search again'  because the wrong contact was queried.  They are taken to the 'create contact' screen but the details from the chat are not populated ( firstname, lastname e-mail etc.)


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