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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Conversation record - ...
Service | Customer Service, Contact Center, Fie...
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Conversation record - Customer summary form not loading correctly

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Posted on by duchan2 6
Hi,
 
when as an agent I accept the transfer of chat/call new session with conversation record is opened. The customer is identified and form is correctly pre-filled and loaded. all good at this point.
Problem is when I open the same conversation later. The form is not loaded correctly. Check attached screenshot.
 
In the Customer Profile section and Issue Link section I'm getting /Unable to load the records. Reload the page and try again./ message.
Timeline in recent activities not loading as well.
 
Does anybody have any idea how to make it work?
 
Same situation is when I try to start a new session from code using CFI 2.0
 
I'm calling 
Microsoft.CIFramework.createSession(input, correlationId).then(successCallback, errorCallback);
with input where template and template params are defined.
params are pointing to conversation record I've created before. Session is created and the conversation opened but looks same as when I open old conversation - form is not loaded correctly. Looks same as on the screenshot.
 
Thank you.
 
//
I have the same question (0)
  • RO-05061454-1 Profile Picture
    RO-05061454-1 3 on at
    Hi,
     
    I am getting the exact same error message when I try to start a new session from code using CFI 2.0. Were you able to find a resolution?
  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at
    Hey Guys
     
    Definitively, raise a case with Microsoft support. Ensure that you attach a network trace and, if you're getting any error, that the TimeStamp (preferrable in UTC) and the ErrorCode /Error GUID is included
     
    Regards,
  • duchan2 Profile Picture
    duchan2 6 on at
    No solution yet.
     
    It's not only a problem of CFI 2.0 as the same behavior is when I open older omnichannel conversations from inbox.
     
    Only when the conversation is "new" it's displayed properly.
    Same behavior in all environments I was checking.
     

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