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How to add chat transcript to case in live agent?
Depending on wheter you are using the pre-chat API or deployment API all you have to do is follow the instructions on the developer guide to automatically related the transcript to the case. Thanks for contributing an answer to Salesforce Stack Exchange! Please be sure to answer the question.
How to automatically associate chat transcript to account and account?
We’re using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in play here). We would like to automatically populate the account and case lookups on the chat transcript based on what the agent is doing/looking at.
How are chat transcripts created in Salesforce for administrators?
Transcripts are created automatically and are meant to Enables agents to view chat transcripts Live Chat “Read” Transcripts provide a paper trail about your agents’ interactions with customers, so we don’t recommend giving agents the ability to change these records. 4 Chat for Administrators Create Chat Users
How to create a case record in live chat?
Here is sample javascript that listens for a new chat session to start and creates a new Case record, populating the Case record with the Chat Key. The LiveChatTranscript record will have the ChatKey populated on it but the CaseId will be blank (in this scenario).
How does hand-off to live agent help virtual agents?
Helps route escalations to a live agent. Helps route escalations to a live agent and helps ramp-up a live agent. Includes the last topic that was triggered by an utterance from the user. Helps ramp-up a live agent. Helps route escalation to a live agent and helps ramp-up a live agent.
Who are chat users in the salesforce app?
Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat. 3. Create and Assign Chat Skills Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas.
Can a live agent see the context of a conversation?
Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.
Can you save a custom value to the live agent transcript object?
– Salesforce Developer Community Can you save a custom value to the Live Agent Transcript object? Welcome to Support! Search for an answer or ask a question of the zone or Customer Support. Need help? Dismiss Don’t have an account? Don’t have an account? Can you save a custom value to the Live Agent Transcript object?
How to add a transcript to a record?
You can automatically attach the transcript to a record i.e. a case by using the saveToTranscript method. Depending on wheter you are using the pre-chat API or deployment API all you have to do is follow the instructions on the developer guide to automatically related the transcript to the case.