Why chat disappears at the end user side, when agent transfers it to another queue? - Support and Troubleshooting

Why chat disappears at the end user side, when agent transfers it to another queue? Issue  Symptoms When the chat disappeared at end user side, you may observe below error on browser console,

Conversation does not exist. While opening the disappeared conversation in connect mini window, you may observe below message,

security prevents viewing this conversation. Release Jakarta

Cause Custom business rule was updating the opened_by field of chat_queue_entry record with agent sys_id and hence Chat logic fails.

Resolution Review the custom business rule and set the condition of business rule as "sys_class_name != chat_queue_entry" so that business rule will not be executed for chat_queue_entry and hence chat logic would work as expected.