Chat panel is not coming up on the live interaction - Known Error

Chat panel is not coming up on the live interaction Description When Agent Chat is activated in a workspace, such as when an Advanced Work assignment chat interaction is accepted by the agent, the Agent ChatShell does not render on the UI, even though it is present in the DOM.

Root Cause: Previously, hoistedContentConfiguration exposed by UXF was undefined or null for workspaces without a Utility Panel. In the HR workspace, this object now sends a value but with isHidden = true, causing the shell to remain hidden.

Steps to Reproduce

Pre-requisites: Install the following plugins:

Agent Chat sn_hr_awa sn_hr_va Steps:

Add test.agent user to the Agent Chat group. Log in as test.agent and make the user available in HR Agent Workspace > Inbox. As an employee, start a chat from the ESC portal and select a live agent. Accept the interaction as test.agent. Result: The chat window is not displayed, even though the Agent ChatShell exists in the DOM. (Screenshot attached in the original report.)

Workaround The issue is fixed in Workspace App Shell 29.1.1, available on the Australia release. If an upgrade is not feasible, do the following:

Apply the provided Update Set to fix the issue.

Details of the Update Set:

Resolves the condition where hoistedContentConfiguration has a value but isHidden = true. Ensures Agent ChatShell visibility when Agent Chat is active. Steps to Apply Update Set:

Download the update set Navigate to System Update Sets > Retrieved Update Sets. Import the update set into your instance. Preview and commit the update set. • 5. Validate by activating Agent Chat and confirming that the ChatShell renders correctly.