API issue: the variables are not sent

Hello,

I am using an integration with a CRM Suite called Astute.

Astute has developed a chat agent within their solution using your apis.

I am using this solutions currently on 9 website, it is working for all of them except for one.

For one of them, the variables are not passed trough the API, I tried with 2 type of variables, ones who are configured on the backoffice of LP and ones which are completed by consumer on the pre chat survey. For both of them, the variables are not passed to Astute. But they are on LivePerson console.

Do you have any advice regarding the issue?

Thanks,

Regards,

Pauline