Getting FIELD_NOT_UPDATABLE Error while trying to update CaseId on Chat Transcript entity using Process Builder
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Getting FIELD_NOT_UPDATABLE Error while trying to update CaseId on Chat Transcript entity using Process Builder

Einstein Bots , Spring 21

Last updated 6 days ago ·Reference W-8874308 ·Reported By 20 users

In Review

When trying to update CaseId on Chat Transcript object using Process Builder, we are getting FIELD_NOT_UPDATABLE Error .

Process Builder Error Message:
Error Occurred: The flow tried to update these records: null. This error occurred: FIELD_NOT_UPDATABLE: You cannot edit this field - null.

# Create a community

1. Access Service Setup.
2. From Recommended Setup, select 'Lightning Communities Setup'.
3. Set Up a Community with a Guided Setup Flow.

- Don't forget to check the 'Make this community live' select-box in the Setup Flow.

# Setup Chat

1. Access Service Setup.
2. From Recommended Setup, select 'Chat with Customers'.
3. Set Up Chat with a Guided Setup Flow.

# Setup Einstein Chat Bot

1. Access to the Bots setup page, enable the Bots.
2. Click 'New' to create a bot.
3. Follow the setup flow to configure the bot.
4. At Bot Builder, select 'Overview' menu.
5. Click 'Add' for Channels, select and search the Chat configured.
6. Click 'Activate'.

# Place Embedded Service Chat to the community

1. Access to Communities Setup Page, open Builder.
2. At Builder, place 'Embedded Service Chat' component to anywhere.
3. Add the chat server url (e.g. to the trusted sites for Scripts.
4. Publish the community.

# Create a Process Builder.

1. Create a Case record. Take a note about the Case ID.
2. Access to Process Builder Setup.
3. Click [New].
4. Configure process as follows:


Process Name: Any
API Name: Any
The process starts when: A record changes
Object: Chat Transcript
Start the process: when a record is created or edited

Criteria Name: Any
Criteria for Executing Actions: Formula Evaluates to true


Action: Update Records
Record: LiveChatTranscript
Set new field values for the records you update

Field: CaseID | Tyep: ID | Value: (Created case record ID like 500B0000008FHleIAG)

5. Click [Activate].

# Reproduce the issue

1.Access to the community.

2.Click [Chat with an Expert] displayed at the bottom right of the page.

3. Input required fields and click [Start Chatting].

Use before update trigger on LiveChatTranscript object to update CaseId instead of using Process Builder.

trigger LiveChatTranscriptTrigger on LiveChatTranscript (before update) {

for(LiveChatTranscript lct : Trigger.New) {

if (lct.CaseId == null) {

lct.CaseId = '<Id Of the Case>';




Is it Fixed?

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