CRM to Mysql Chat Journaling not working

[SnakeRiverWebDevelopment]

I created a connection to my mysql database and passed the CRM Provider Configuration test, made inbound call from my cell phone, new contact was created and phonebook entry made.
the problem is the Chat Journaling does not work, not sure why using the chat from my website. Am I missing something?

 

[TheodorosG_3CX]

When an agent is receiving a chat in the Web Client or the Desktop App, after the conversation is over, do you select Dealt With for the conversation to end?

 

[SnakeRiverWebDevelopment]

Yes I have been, is that the issue?

 

[TheodorosG_3CX]

The chat needs to be ended, like it is for the phone call in order to journal to the CRM. Have you checked in the logs for any errors?

 

[SnakeRiverWebDevelopment]

Yes, no errors listed

 

[TheodorosG_3CX]

So in the system service log file, the chat journal is processed successfully?

 

[SnakeRiverWebDevelopment]

Chat logs on the pbx are working an showing all chats, but nothing is going to the remote database

 

[TheodorosG_3CX]

In order to check the activity you need to set the PBX in verbose and restart the PBX services. Then replicate the issue and generate the support info files. Download the files that you will receive in a link in your email and check in the systemservice log file. There is all the CRM information in order to troubleshoot.

 

[SnakeRiverWebDevelopment]

This is the log file

 

[edossantos]

From the logs:

2022/11/04 08:17:13.837|10683|0014|Verb|CRM: Chat Conversation with ConversationID=16 has an external participant which is not bound to a CRM contact, discarding conversation.

It seems the contact lookup is not matching a database contact. For chat, the contact lookup log is in the Management Console log, so you should check there why the contact is not being matched.

 

[SnakeRiverWebDevelopment]

I got it to work, but only if the chat participant email is in the contacts table. however if a chat participant is not in the contacts it will not save the chat

 

[edossantos]

I got it to work, but only if the chat participant email is in the contacts table. however if a chat participant is not in the contacts it will not save the chat

That's by design, you need a matching contact.

 

[SnakeRiverWebDevelopment]

ok, I see thank you for your help