Search Results from a Live Agent autoquery subtab are cleared when a customer uploads a file

Live Agent

Last updated 2018-06-09 ·Reference W-3830091 ·Reported By 1 users

Fixed - Summer '18

During a chat, Live Agent users can search for Case, Contact, Lead, or Account records to attach to the Chat. Their search results will be displayed in a new 'autoquery' subtab.

From the search results tab, the Live Agent user can select a record to attach to the Chat, and then request the customer to upload a file. If the customer then attaches a file to the Chat, tabs for both the attached record and the search results are automatically reloaded.

However, when the search results tab is reloaded, the previous search query parameters are not included, resulting in no results being found.

In an org with Live Agent set up and 'Agent File Transfer Enabled' checked in Live Agent configuration:

1- As a Live Agent user, click the paperclip icon and search for a record to attach.
2- From the search results tab, click on one of the records to attach it to the Chat and enable file attachment.
3- As the Live Agent user, click the ‘Attach File’ icon on the left side panel.
4- As the customer, upload a file via the Chat window.
5- As the Live Agent user, observe that the search results tab is reloaded but displays zero results.

No workaround for now.
Live Agent users must open all records required before requesting the customer to attach a file, or redo their search when the subtab reloads.

Reported By (1)

Is it Fixed?

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