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Chat interactions do not create Case records

Veröffentlichungsdatum: Jun 1, 2026
Beschreibung

Note: Salesforce Live Agent (Legacy Chat) was retired on February 14, 2026. This article is provided for reference for legacy implementations.


When using a Chat pre-chat form or deployment API to automatically create Cases, the Agent accepting the Chat must have permission to write to all of the configured fields, otherwise it will proceed without creating the Case.

Example pre-chat configuration:

<input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Subject,CaseSubject;Status,CaseStatus;Origin,CaseOrigin" />
<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Subject,true;Status,true;Origin,true" />
<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" />
<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="CaseId" />


In the above example from a pre-chat Visualforce page, we are populating the automatically created Case with Subject, Status and Origin.

If the Agent answering the chat does not have write access to these fields, the Case will not get created.

Lösung

The issue is caused by the answering Agent not having write access to the relevant fields.

Either:

1. Update the Agents' profile to include write access to the Case fields that are configured in the pre-chat/deployment API

OR

2. Create Permission Sets for the Agents to include write access to the Case fields that are configured in the pre-chat/deployment API 




 

Nummer des Knowledge-Artikels

000381885

 
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Salesforce Help | Article