Why do contact fields change for a chat record after concluding the chat session?
Environment:
Chat workspace, Chat transcript, Contacts
Resolution:
Within the chat workspace, there is an option to synchronize common fields across related records automatically as shown in the image below. This window can be found by opening the chat workspace > Home tab > Options > Chat Options (new window pop-up) > Other Options.
Checking this option will result in synchronization of fields that are common across multiple records. For example, both the Chat record and the Contact record have an Email field. Synchronizing them automatically ensures related records contain consistent data without having the agent enter the data twice.
Here is an example:
If you have an existing contact record in the system such as
First name: Samuel
Last name: Smith
Email: test: sam.smith@test.com
If you receive an incoming chat session with following the contact details
First name: Sam
Last name: Smith
Email: test: sam.smith@test.com
In this example, email field (sam.smith@test.com) is common between the contact record and chat session. However, the existing contact record shows a first name of 'Samuel' and the chat record has a first name of 'Sam'. In this example scenario, the first name in the chat record will become 'Samuel' to match the first name in the existing contact record. This action occurs when the incident is created. If the incident is created at the beginning of the chat, the fields will synchronize at the beginning. If the incident is created at the end of the chat, the synchronization will occur at the end of the chat. When the synchronization occurs, the contact fields in the chat record will change to match the existing contact record's values.
See also Answer ID 9100: Chat workspace fails to save custom field.
For additional information, refer to the 'Configure incident creation and editing for chat' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
