Something like this method:
However, the method above only works for retrieving details from a Live Agent chat session tab.
I want to be able to do this for other SF tabs.
what is the expected result of having more than one prechat.findOrCreate.map.doFind on a Live Agent Prechat form?
When I had only one doFind in my prechat form for accounts by account number, it would automatically open up a sub-tab within the Service Console and display the correct account when the customer gave us their number in the form. However, when I introduced my 2 additional doFinds (customers by email and cases by case number), I expected it to give me 3 separate sub-tabs, one for each match. One account subtab, one contact subtab, and one case subtab. Instead, I am just receiving one sub-tab called "Search Results" which displays one account that matched, one contact that matched, and one case that matched:
My user has to physically click on each of these 3 search results to open each in its own subtab.
I expected each of my 3 doFinds to open in its own tab since that was the result when my form had only one doFind. They are separate finds for different records so I figured it would work the same way - is this not the case? Is the functionality I am experiencing considered correct, or am I doing something wrong? My ideal solution would be that if the customer fills out all 3 fields, we get 3 subtabs within the Live Agent session in the console, specific to each record that we found that matched.
I hope this makes sense, please let me know if I can clarify any further.
Here's the VF page in question:
Even when including the console toolkit js file (using both manual <script> tags and <apex:includeScript>) I get the following error when clicking on the rendered link in the console:
Any thoughts on what I may be missing?
I tried below, but it did not work. Simply, I use two seperate doFind for each field that is subject to OR. I aim for constructing a query as "FirstName AND Last Name AND (PersonEmail OR Phone)". Form with matching firstname, lastname and email was successful but that with matching firstname, lastname and phone did not work.
<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Account" value="PersonEmail,true;FirstName,true;LastName,true;" /> <input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Account" value="PersonEmail,true;" /> <input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Account" value="Phone,true;FirstName,true;LastName,true;" /> <input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Account" value="Phone,true;" />Any clarification & help is greatly appreciated.