Related records are not created from Embedded Service when a visitor opens a second chat tab
Trailblazer Community

Known Issues · Fixed

Related records are not created from Embedded Service when a visitor opens a second chat tab

Service

Last updated 2022-10-04 ·Reference W-7439014 ·Reported By 4 users

Fixed - Winter '21 Patch 7.0

Summary
In some scenarios, when a chat visitor starts a chat and then opens a duplicate chat using the same URL as the page that contains the original tab, the starting the second new chat by the visitor will lead to pre-chat details being nullified and, any subsequent records such as cases or contacts that should be created using the pre-chat details, will not be created.

Repro
1. Create an Embedded Service Deployment configured with chat queuing and Pre-Chat to create a related record such as a case or contact.
2. Create or edit a Lightning Community or webpage where the Embedded Service Deployment can be added.
3. Add the Embedded Service component to the Lightning Community and publish the Community
4. Initiate a chat from the Embedded Service button to be queued for chat routing
5. While in the queued/waiting state open up a new browser tab with the same URL from the initial chat request so that both chats are in a queued/waiting state
6. Go into an Online Presence Status for chats as an agent using the Omni-Channel widget.
7. Decline the chat within the Omni-Channel widget populated for routing
8. From the visitors side initiate a new chat from the second browser tab that was opened in step 5.
9. Accept the chat as the agents and see the related records case/contact are not created.

Workaround
No known workaround

Reported By (4)

Angela Korniyenko Michael Moran Gaetan GARRIGUE Vijay Kumar Singh

Is it Fixed?

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