Case Record Created on Decline of Chat Transcript

Scenario 1. On the decline of chat Transcipt, Missed chats are assigned to the last agent to whom the chat was assigned and then the case is created. They are assigned to an Automated Process user when the Agent's session cannot be found or is no longer available, or if there is no assigned Agent (in the case of "No Available Agents").

Scenario 2: When the agent goes offline without accepting the chat then the case is created and attached to the chat transcript and status is changed to Missed and the case owner will be Automated Process.