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Chat interactions do not create Case records

Udgivelsesdato: Oct 13, 2022
Beskrivelse
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.
Løsning
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 


See also:
Find and Create Records Automatically with the Pre-Chat APIs
Pre-Chat Form Code Sample
 
Vidensartikelnummer

000381885

 
Indlæser
Salesforce Help | Article