There are few users that are not visible after chat discovery is performed.
Prerequisites not met with below possible cause
1. User is not licensed in the tenant
The affected user does not have the required license assigned in the tenant environment.
2. Guest account was recreated
The user was previously configured as a guest account, removed, and later recreated again as a guest user, which may impact data association.
3. No existing chat data
There are no chat conversations available for the user.
Resolution for Cause 1
Assign the appropriate license to the user and ensure that at least one chat session has been initiated or exists. After licensing, allow approximately 1–4 hours for synchronization before performing account refresh and chat discovery.
Resolution for Cause 2
Recreate the user as a standard (member) account instead of a guest account, assign the required license, and ensure that the steps outlined in Resolution for Cause 1 are followed.
Resolution for Cause 3
Verify whether any chat data exists for the user. If no chats are present, there is no data available to migrate, and chat discovery will not be applicable.
