Connect Support - Agent receives "Security prevents you from viewing this conversation" after creating a record from a conversation


Description

You may receive reports that Chat Agents are receiving a "Security prevents you from viewing this conversation" followed by a blank Connect chat window after creating a certain type of record from a conversation.

 

 

Release or Environment

All releases

Cause

This issue is caused by the Chat Agent not having read access to the record which was created from the Connect Support conversation.

Resolution

This is actually the intended behavior.  To work around it, you may do at least one of the following:

- Modify ACLs to allow agents to read the type of record being created.

- Create the records outside of the Connect interface.

- Wait until the end of the conversation to create the record.