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Eivind Pilskog 13
Live Agent Relationship Query through PreChat api
Hi,
I am trying to set up Live Agent with a prechat-form. In this prechat form I have three fields: Name, Phone and Email.
In my org, I have an Asset object that stores phonenumber and accountId.
Via the code below, I want to query in Asset for the corresponding accountId that matches the customers phone value he/she inserted in the form. I would then be able to map the created case (at the bottom of code) with the correct Account. I also want to pop this account in the service console for the agent.
I do not have any other way to identify the account based on the customers input. The case scenario is that the customer is a end user, that only will relate to his own phone number tied to the account. (often doesnot not the customer no or similar).
Is this possible, to do a "relationship query" via the Asset object to identify the correct Account? Any other way I can work this out in the background?
Thanks for any help or suggestions!
-Eivind
I am trying to set up Live Agent with a prechat-form. In this prechat form I have three fields: Name, Phone and Email.
In my org, I have an Asset object that stores phonenumber and accountId.
Via the code below, I want to query in Asset for the corresponding accountId that matches the customers phone value he/she inserted in the form. I would then be able to map the created case (at the bottom of code) with the correct Account. I also want to pop this account in the service console for the agent.
I do not have any other way to identify the account based on the customers input. The case scenario is that the customer is a end user, that only will relate to his own phone number tied to the account. (often doesnot not the customer no or similar).
Is this possible, to do a "relationship query" via the Asset object to identify the correct Account? Any other way I can work this out in the background?
Thanks for any help or suggestions!
-Eivind
<apex:page showHeader="false"> <!-- This script takes the endpoint URL parameter passed from the deployment page and makes it the action for the form --> <script type="text/javascript"> (function() { function handlePageLoad() { var endpointMatcher = new RegExp("[\\?\\&]endpoint=([^&#]*)"); document.getElementById('prechatForm').setAttribute('action', decodeURIComponent(endpointMatcher.exec(document.location.search)[1])); } if (window.addEventListener) { window.addEventListener('load', handlePageLoad, false); } else { window.attachEvent('onload', handlePageLoad, false); } })(); </script> <h1>Pre-chat Form</h1> <form method='post' id='prechatForm'> Full name: <input type='text' name='liveagent.prechat:FullNameDetail' id='customField1' /><br /> Phone: <input type='text' name='liveagent.prechat:PhoneDetail' id='customField2' /><br /> Email: <input type='email' name='liveagent.prechat:EmailDetail' id='customField3' /><br /> <!-- Map the detail inputs to the Asset fields --> <input type="hidden" name="liveagent.prechat.findorcreate.map:Asset" value="Telephone_Number__c,PhoneDetail;" /> <!-- Specify to query for a matching Asset record using Telephonenumber field based on the value of Phone--> <input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Asset" value="Telephone_Number__c,true" /> <!-- Return results only if there is an exact match of Email--> <input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Asset" value="Telephone_Number__c,true" /> <!-- Look up the Account via the Asset record with AccountId--> ???? <!-- Create a Case every time --> <input type="hidden" name="liveagent.prechat:caseOrigin" value="Chat" /> <input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Origin,caseOrigin;FullName,FullNameDetail;Phone,PhoneDetail;Email,EmailDetail" /> <input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Origin,true;FullName,true;Phone,true;Email,true;" /> <input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="Case" /> <input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" /> <!-- Link the Account to the Case --> <input type= "hidden" name="liveagent.prechat.findorcreate.linkToEntity:Account" value="Case,AccountId" /> <input type='submit' value='Request Chat' id='prechat_submit'/> <style type="text/css"> p {font-weight: bolder } </style> </form> </apex:page>
This should query the account object using the Phone Number field. It'll put the Account in "FullNameDetail" tag