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Unable to link Contact to a Case on Live Chat Pre-chat Form

게시 일자: Jun 8, 2026
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Why is my Pre-Chat form not creating a Contact or a Case or attaching it to the Chat Transcript record?

There are a few things to check. For example: if Encrypted Fields are being used by the Pre-chat form; if the Profile has Read-Only permissions on the object they are updating; if the Pre-Chat field is creating records of a specific Record Type; if there are system or custom Validation Rules in place. On an insert or update operation, Validation Rules fire, according to the following order of execution. Their purpose is to enforce the standards for the user's input in Salesforce.

Duplicate Rules can also impact findOrCreate operations if the findOrCreate values for doFind do not match a record that would be matched by a duplicate rule.

Also, check on any Apex triggers that block a Contact to be created or be related to a Case or chat transcript.

Note: This article applies to Classic Live Agent (Legacy) Pre-Chat forms. For Messaging for In-App and Web (MIAW) issues, see the MIAW troubleshooting articles

솔루션

Check Object Permissions:

  1. To check the Object permissions on the user Profile, go to:
    In Salesforce Classic: Setup | Manage Users | Profiles 
    In Lightning Experience: gear icon | Setup | Users | Profiles
  2. Check that the Profile has Edit or at least Create permissions on the field or object.

Check Validation Rules:

  1. To check Validation Rules, go to:
    In Salesforce Classic: Setup | Customize | Select the object | Validation rules
    In Lightning Experience: gear icon | Setup | Object Manager | Select the object | Validation Rules
  2. Check at least the objects Contact and Case 

Check Duplicate Rules:

  1. To check Duplicate Rules, go to:
    In Salesforce Classic: Setup | Duplicate Rules
    In Lightning Experience: Setup Gear | Setup | Data | Duplicate Management | Duplicate Rules
  2. Check any active Duplicate Rules on the objects Contact and Case

Multiple Contacts with Same Email:

If there are multiple Contact records in the customer's org with the same First Name, Last Name, and Email address, the user interface does not automatically link any Contact records randomly. It would provide the available options (Contacts with the same email address) so that the user can choose and accordingly link to the record.

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