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julieboncourjulieboncour 

Live Agent - Automatically attach Case to the Live Chat Transcript

Hello,

 

We are currently investigating for a customer on how can we attach object to the Live Chat Transcript at the end of a chat conversation.

We are using Live Agent "Out of the Box" within the Service Console. Contact information are sent by the chat button and its information sheet is openned with the chat.

 

In the chat context of the Service Console,  we have 4 tabs:

  - Details: displays the information relatives to the Chat visitor

  - Contact: displays the Contact information. The contact information are automatically getted by the chat button information.

  - New Case: displays the new Case form.

  - New Contact: displays the new Contact form. 



At the end of the chat, the Contact and the Ticket created (with the relative list "Ticket"/New on the Contact sheet) are not attached to the Live Chat Transcript.

We made some tests:
- if we create a Contact from the form of the "New Contact" tab, the Contact is attached to the Transcript
- if we create a Ticket from the form of the "New Ticket" tab, the Ticket is attached to the Transcript
- if we create a Ticket from the Contact sheet, neither the Ticket or the Contact are attached to the Transcript
- if we select the Ticket and the Contact in the lookups of the "Details tab", both Ticket and Contact are attached to the Transcript

The only way we found to solve the problem is to attach manually the Ticket and the Contact on the "Details" tab with the lookups. This is a low workaround. It is not a viable solution cause it adds a step at the agent process and our customer will refuse it.

We contact the Salesforce Support Service and they said that this functionnality is not implemented and that we need to develop it ourselves with Apex and Visualforce.

 

So, we come to you to know if someone already did it, or if someone got an idea on how to do it.

 

Thank you in advance for the help

 

Julie

Pavan Kumar MunjiPavan Kumar Munji
Hi Julie,

were you able to solve this issue? can you please tell us how did you reslove it?

Thanks
Pavan