<h2>Agent unable to send messages after accepting the chat in the workspace</h2><br/><div style="overflow-x:auto"><article><div ><h3 >Issue </h3><section><style type="text/css"><!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } </style> <div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li>After the chat request is accepted, the agents are unable to respond as the chatbox gets disabled and greyed out.<br /><br /></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h3 >Release</h3><section><style type="text/css"><!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } </style> <div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li>Zurich+</li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h3 >Cause</h3><section><style type="text/css"><!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } </style> <div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li>The issue was caused by customizing the OOB script include (sys_script_include.d22e7bdbc0a8016500a18e024bfc9aa3) that contained errors, such as referencing undefined values and invalid table names, leading to script execution failures and disabling the chatbox.<br /><br /></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h3 >Resolution</h3><section><style type="text/css"><!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } </style> <div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li>Revert the customized script include to its out-of-box (OOB) version to resolve the undefined value errors.<br /><br /><br /></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div></article></div>