Bug 21189

Summary:	Chat History and Chatbot History are not displaying the latest chatbot and customer details correctly
Product:	CheckMark Chatbot	Reporter:	Nandhini <bnandhini>
Component:	Chat Widget	Assignee:	Naresh <cnaresh>
Status:	REJECTED ---	QA Contact:
Severity:	Medium
Priority:	Medium	CC:	mabuzar
Version:	Build-03
Target Milestone:	---
Hardware:	Cloud
OS:	Browser - Chrome

Description Nandhini 2026-08-28 12:18:04 IST

Open the AI chatbot assistance on the website
Enter any prompt, then click on Need help -> Go to My Account(Existing)->Add New Ticket
Enter all the available fields, then submit the ticket.
Open the CRM page -> Chat History -> Chatbot History

Issue #1 – Chat History: Delayed Chatbot Prompt Update
The latest chatbot prompt details are not updated immediately in Chat History.
The previously entered chatbot details are displayed only after the user enters another prompt in the chatbot at a later time.

Issue #2 – Chatbot History: Customer and Ticket Details Not Displayed Correctly
In Chatbot History, the existing customer's Name, Email, Subject, and Description details are not being updated/displayed.
However, the customer activity/details are not updated according to the corresponding header.
Screenshot: https://prnt.sc/iOo_nc9sAhO8
Screen rec:
https://drive.google.com/file/d/1JhfyLeaaWDeY7uaetxFIWS8kr7ScwH1B/view?usp=sharing

Comment 1 Abuzar Mohammed 2026-09-01 16:14:37 IST

The Ticket portal on the website is not related to the chatbot, Issues related to it are a concern for .Net team. Please report Naresh Sir or Subhani Sir for this issue.

Comment 2 Naresh 2026-09-23 17:16:23 IST

Ticket creation: If a ticket is created by linking from the website or chatbot, the ticket will be displayed on the main Support Ticket page.

Screenshot Related: In the Guest and Existing User pages, if the ticket is created from the website, we will not display the ticket information. It will only be displayed on the Support Ticket main page.

Chat history display: It will be updated at the very end of the entire chat. This is not an issue. Everything related to one person will be inserted in one place at a time.