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Megan Moody 10Megan Moody 10 

Live Agent - do NOT create new contact when exact match not found?

Is it possible to NOT create a new record when an exact match isn't found in Salesforce when an end-user initiates a chat via Live Agent? We have a situation where it's 95% likely that person is in Salesforce, but an exact match is unlikely for a few reasons. We don't want our agents to have to close out the create a new contact tab each time.
James LoghryJames Loghry
Not sure if this helps you, but here's an example using a custom Live agent form, and utilizing the "doFind" live agent action here: http://peterknolle.com/live-agent-pre-chat-api/

https://resources.docs.salesforce.com/sfdc/pdf/live_agent_dev_guide.pdf