A user who initiated the chat cannot see the agent's messages once the agent created the record (such as incident) from Connect Support.
The user is failing read access to the record's comment field (i.e. incident.comments).
Make sure that the user is not failing read access on the comments field on the record that was created by the agent. If the table (i.e. incident) does not have a read ACL on the comments field, please check if there is a task.comments read ACL, as the system will use that one instead.
As a test, create a wide open read ACL on the comments field to confirm.
- Type: record
- Operation: read
- Name. Incident.Additional Comments
- Condition/Requires role/Script: Leave these all empty