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Case Ownership does not change when Chat is transferred to another agent

Date de publication: Oct 13, 2022
Description
Why does the ownership of case remains same even after transferring a Chat to another support rep?

Example: 

1. Support Rep A is chatting with a customer with a case record opened as sub tab of that Chat
2. Support Rep A transfers Chat to Support Rep B
3. Support Rep B accepts Chat, however the case record ownership remains under the name of Support Rep A
Résolution
This is working as designed.

When a Case is created, the owner is set.  If that owner transfers the chat no standard functionality will automatically transfer Case ownership to the new agent.
Administrators can explore APEX code as a solution to customize this behavior.

Please note that Chatbot to Agent transfers will display this behavior also.


See also:
Transfer Chats to an Agent, Skill, or Button
Records created by Einstein Bot
Numéro d’article de la base de connaissances

000383255

 
Chargement
Salesforce Help | Article