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  • 1.  Salesforce chat transcript - new case?

    Posted 06-15-2021 03:01
    Hi guys

    Just to add to Matt's search term poll for the month.

    I can attach the chat transcript to a case but that relies on the case # being passed in the SF_SearchValue data.  In the first chat session there may not be a case yet so what's the approach you have taken?  Instead of using SF_SearchValue - use the pop data to create a new case as part of the initial contact?  If there is a case # but the customer hasn't specified that in the chat fields, how can the agent select the correct case and still have the chat transcript attach?​​
    #Ask Me Anything (AMA)
    #ArchitectureandDesign
    #ConnectwithaCustomer(NEW)
    #Integrations

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Salesforce chat transcript - new case?

    Posted 06-15-2021 11:43
    If the user selects the case as the related to in the widget, the activity should be written to that case as well as the contact and the transcript can be part of that activity.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Salesforce chat transcript - new case?

    Posted 06-15-2021 15:37
    Sorry Robert, when you say "selects the case" which case are you referring to if there isn't one yet?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 4.  RE: Salesforce chat transcript - new case?

    Posted 06-15-2021 18:59
    Once the agent creates the case in Salesforce, they need to relate that case to the conversation using the Related To drop-down in the widget. Then the activity will be written to that case.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Salesforce chat transcript - new case?

    Posted 06-16-2021 02:34
    Ahh yes now I'm with you Robert.  That's exactly what I've ended up doing.  Thanks :)

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    Vaun McCarthy
    NTT New Zealand LimitedVaun McCarthy
    NTT New Zealand Limited
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