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2Hi All ,
I have successfully configured an escalation handover from Copilot to Omnichannel customer service chat whereby the chat widget will initially pick start the conversation with the customer and then hand over the conversation to a human agent in customer service workspace.
The issue i am facing is that when the hand over happens, all the copilot interaction messages are visible in the customer service workspace, however there are consistently few null messages showing up as if it was said by the copilot
Actual Conversation
Blank Messages showing up in Customer Service Workspace
Any leads around this issue will be greatly helpful .
Thanks in Advance !
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