Chat Transcripts are not attached to case automatically when using a Classic Console and "Omni-Channel Queues" routing type
Last updated 2021-05-20 ·Reference W-7909069 ·Reported By 6 users
Chat transcripts are not automatically attached to a case when using Classic console and "Omni-Channel Queues" routing type and this has to be done manually. They are attached if using "Choice" as a routing type.
-Use sample classic console with chat enabled
-Create a chat button using as routing type "Omni-Channel Queues" and a chat deployment
-Create a VF page with button and deployment code
-From classic setup-->manage apps-->edit Sample Console--> add Omni-Channel and choose chat workspace options=New Case
-Initiate a chat and accept it
-End chat, edit a parameter in the "New Case" tab and save
-The case doesn't have the chat transcript attached
If using an embedded service deployment instead of a chat button+deployment code, then the transcript is automatically attached.
Is it Fixed?
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