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

게시 일자: Oct 13, 2022
상세 설명
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
솔루션
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
Knowledge 기사 번호

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