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Unable to locate where individual Connect Support chat messages are stored based on chat_queue_entry record - Support and Troubleshooting
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KB0760033

Unable to locate where individual Connect Support chat messages are stored based on chat_queue_entry record


331 Views Last updated : Oct 29, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

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

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.


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