The context passed in the record producer pre-chat is not maintained when a new live chat is invoked after ending the first conversation


Description

After ending a conversation with an agent, the client is unable to start a conversation again, receiving the message: 'There are no agents available at the moment. Please try again later'.

Steps to Reproduce

1. Initiate a record producer pre-chat and fill out the details to be passed as context.
2. Start a conversation with Live Agent and verify the context set in pre-chat is passed.
3. End the Live Chat conversation.
4. Using the Web Chat Client '...' menu, begin a new Live Agent chat. Notice the context in the pre-chat record producer is not passed.

Workaround

This problem has been fixed. If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.

If a workaround is needed, import the attached Business Rule 'Update DeviceId, ConsumerAccountId'.


Related Problem: PRB1355044