Hello all,
We have two accounts, 88297281 is a recent clone of the live account 44153975. We've recently launched an API-based chat system, and we're having trouble with transcripts - custom variables, notably the customer's name, account number and phone number, aren't being populated in the transcripts. From what I understand, this is a common problem when a visitor ID with the Chat session ID. The strange part of this is that this is only manifesting on the production account, not on the clone account.
When we looked at the chat transcripts though support's view, we noticed that the API being used is called "LivePerson Testing Assistant" while on the live account the API called is "LivePerson Integration for VA".
However, according to my contact from the client, they are using different API Keys but not Different APIs. The one on top points to the Keys installed on the prod account (44153975) and the other is the one in clone (88297281). They are both different keys for the same APIs: Chat API (JavaScript) Chat API (Unsigned REST) – Live.
I've also included the API configuration for each account.
Clone account's API configuration
Live account's API configuration
