I have configured MIAW on community and pass the case ID and User ID as hidden pre-chat fields. In the omni-channel flow , I'm linking the case and contact to messaging session and messaging user object and then the routing takes place.
The pre-chat frequency is set to Every Session , so I get caseId and user Id whenever a new session starts. But there is a scenario that session is inactive and customer again sends a message.
I'm sure here the pre-chat fields will not be sent again but since the Messaging Session was already linked to a Case , it should route properly.
Instead , even the related case record is removed from the Messaging Session. I'm updating the messaging session only when a caseId is received , then how it is becoming blank ? Also , the chat is now routed to Fallback Queue. When exactly does this omni-channel flow gets invoked ?
#Messaging Session #Omni Channel
Hello,
Maybe try to add a decision in your Omni flow to check if the caseId is populated of not... If a Case existe then do not create a new one.
