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?
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Vaun McCarthy
NTT New Zealand Limited
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