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Records failing to open with Embedded Service Chat (formerly Snap-Ins)

Veröffentlichungsdatum: May 13, 2026
Beschreibung

An Agent accepts a Chat and anticipates a record to be opened or associated to the incoming chat. However, record creation fails and the tabs do not appear in the Agent Console. 

This is a common issue when using Embedded Service chat (formerly Snap-ins). Embedded Service chat uses a prechat form option that collects visitor data and opens Case, Contact, or Lead records upon chat acceptance. Click here for more information on how to Customize the Pre-Chat Form and details on new records vs. existing records.

The following resolution section outlines the most common causes and steps to investigate record creation failures in Embedded Service Chat.

Lösung
When records fail to open upon chat acceptance, there are many variables to consider to narrow down the root cause. The two most common obstacles are automation or accessibility. 


Automation:
Are there any Triggers, Flows, Processes, Assignment Rules, Validation Rules, etc. on the objects in question? Any of these could interfere with entity creation. 


Permission and accessibility: 
  • If using the legacy Live Agent routing, ensure that the Agent accepting the chat has Read\Write on the objects that open with Chat, access to the object record type, and Read\Write on the pre-chat form fields. 
  • If using Omni-Channel routing, the Automated Process user needs to have the appropriate access as well. Salesforce Support can help review the Automated Process user. 
  • Do the affected records have any field requirements? If field requirements for a given Object are not set by default, these must be entered in order for the record to save successfully. 

     
Other considerations:
  • Encrypted field on the Pre-Chat form
  • Lead records fail to open if there is a Contact already created with the same Email address and/or First Name and Last Name. Go to the “Duplicate Rules” Setup node to make sure the Standard Lead Duplicate Rule is not active. If it’s active, it doesn't allow duplicate entities to be created between Contacts and Leads. Since Embedded Services relies on findOrCreate API to create records, the search returns converted Leads as well and there isn't a way to exclude it currently. 
  • Problems with Embedded Service Offline Support form creating Case records.
  • Email Alert Invokable Actions set to use a Contact for the Case will fail because the Contact has not been associated with findOrCreate when the workflow is invoked on the Case, resulting in Case creation failure.


To troubleshoot the list of possibilities above, temporarily add the embedded service pre-chat global action to a page in Lightning. When the affected Agent runs the action in Lightning, an error should appear, calling out any automation or permission restrictions resulting in record failure. Remove the global action from the Lightning page after testing. This test will not work in Classic. If the issue is intermittent, this test may not result in errors.

If the issue persists after reviewing the possibilities above, log a case with Salesforce Support for further assistance. 
Nummer des Knowledge-Artikels

000382353

 
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Salesforce Help | Article