Regarding the highlights panel component on the Live Chat Transcript page, I notice I have 4 fields selected in the assigned compact layout, however only 1 is showing in the highlights panel in Lightning. Any idea why? According to this article it should show 6 fields...
https://help.salesforce.com/articleView?id=compact_layout_overview.htm&type=5
In Lightning Experience, the first six fields that you add to a compact layout appear in an object’s record highlights panel.
@Darrin Hearn Account name should be a supported field. If your only option is to make the compact layout the primary, then it sounds like you only have one record type.
I tried to recreate this in my demo org and I am seeing the same thing - none of the additional fields in the compact layout are showing in the highlights panel. I don't see any Known Issues for this, so you may want to open a tech support ticket to track the issue.
In the meantime, you can make "Details" the default tab in the Lightning page and move the Account Name field to the top of the page layout (if it isn't already)... and although that won't display it at the very top of the page, it will at least make it visible to users without them having to scroll to find it.
