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Description

In Connect Support chat, users may run into issues locating the individual chat messages and various related records based on a chat_queue_entry record.

Release or Environment

All releases

Resolution

From the chat_queue_entry record, we can examine the XML (right click header > show XML) and find the "group" associated with it.  This is the live_group_profile record associated with the Connect Support conversation, and from this we can see the live_group_member records which show all of the participants in the chat.

We are also able to find the individual chat messages (live_message) by going to live_message_list.do and filtering on "conversation," which will be the "name" of the associated Live Group Profile.  Doing so will return only the individual messages relating to the chat_queue_entry record, as well as which user (live_group_member) they originated from.

Article Information

Last Updated:2019-08-25 10:49:28
Published:2019-08-25