Agent Chat Closing Automatically when Ticket Number EnteredIssue When a user or agent enters a ticket number (Incident or RITM number) in the Agent Chat, the chat is automatically closed. This issue is not allowing agents and users to interact with each other and share ticket numbers via the chat session. The steps to reproduce the problem are: Open ESC -> Open Chat -> Get in contact with live agent -> Type in INC or Request Number.ReleaseAnyCauseThis was due to a custom 'Insert' / 'Update' Business Rule defined against the Interaction table, that was setting the Interaction to 'Closed Complete' when the Interaction 'document_table' field was 'incident'.ResolutionTo resolve this behaviour it was advised to review the reasoning and logic for this custom BR, and amend it appropriately to stop the chat being closed if that is not what was wished to happen.