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  • MOHAMMED BAZEETH NAINAR V M
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Using Omni Channel for Live Agent in Lightning Experience not creating case.

We have implemented the Salesforce Live Agent Chat with Omni Channel feature in Salesforce Lightning Experience for which we have created a Chat button with Routing Type as Omni and necessary queus are being set up. We could successfully connect with the agent with the Pre chat form being set up (VF Page with PreChat api to auto create case and contact). The case was getting created in previous flow using LiveAgent routing but with routing as Omni the case creation is not working.

Any help on this please?
5 replies

Case and Contact records set up in Pre-chat form(Snap-in) are not getting created.

We are using snap-in feature on Napili template community , We can successfully chat with the agent using the per chat form configured but case and contact records set up in pre-chat are not getting created .

PFB the pre-chat setup in snap-in

User-added image

Any help on this ?