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Jeff Summers

Creating Case from Live Agent Chat Automatically

Accounts & Contacts

For clients like us where you create a Case for every customer interaction, it would be beneficial to have the Live Agent tool automatically create a Case at the end of a Live Chat. Presently you have to press "Create Case" which adds steps to the process.

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Joe Nagy - 1 year ago

This isn't pretty but you could do the following:
Auto Create a Case when the Chat Transcript status is set to In Progress via Process Builder
When a contact is added to the Chat Transcript update the Case with the contact
When details are added to the chat update the case etc.

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Benjamin Lawrence - 1 year ago

@Calin Bostan - I believe it has moved now - The options I have are under Setup > Snap-ins > (View your Snap-in) > Live Agent Settings > Edit > Pre-Chat Page > Edit . You can select options here that will auto create different record types on acceptance of a chat request like Contact, Case, Lead etc.

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Calin Bostan - 1 year ago

@Torrent Phillips were did you find that option, I am searching for that for hours bbut I cant find it.
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Joanne Perrier - 2 years ago

This would be fantastic. Saves a step for agents
- Flag

名雷儀 - 2 years ago

How create a contact and case in live agent in lightning experience?
In classic evironment, I can use pre-chat form or set up in application,
but in lightning, I can only use the action with a few fields.and must related a trascript.

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Jaap Scheper - 2 years ago

I would like to prefill values in the created Case, can I achieve that with Clicks? (I want to avoid complexity in the App, I do not want to use a pre-chat form).
And is it possible through configuration to attach the LiveChatTranscripts to this Case after the chat? (Again: I can do it with a pre-chat form, but that's a solution I do not want to go for).

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Torren Phillips - 3 years ago

Within the Service Console App you can have a Case (and Contact,Account) auto created once a chat is accepted. See Attached Screenshot
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Floranie De Vera - 4 years ago

Hello. Do we have any update on the functionality of auto creating a case when live chat happens? How do you achieve this goal?
- Flag
Stuart Ellis - 4 years ago

Is this something that is being planned?
- Flag
Chidi Ozurigbo - 6 years ago

This should be obvious in the context of enabling service agents
- Flag
Anu Anoop - 6 years ago

Hi,

When can we expect this feature be available.

Thank you
- Flag
Sherry Wan - 7 years ago

We need the link between Chat and case.
- Flag
Devin Fleming - 8 years ago

Please fix this! It makes the chat agent very diffcult to use. Without creating a case you can't track the number of chat sessions reps take.
- Flag

David MacWhinnie - 8 years ago

We also would like to have a Case created automatically when a Live Support ends, unless there is a Case added to the Transcript. There may be a case where someone uses Live Support to check on an existing case. In this event, we don't need a new case created.