Hi -
I have a custom embedded chat deployment setup with a pre-chat form. This is utilizing a chat bot as well.
There is no issue with the pre-chat fields being pre-populated as set in the embedded chat deployment code, and this data flows to the transcript record as well to custom fields I have set.
My question is, I thought with pre-chat form, by default Salesforce is supposed to search or create a contact based on the pre-chat fields. There is no searching or creating being done. I have to put a disclaimer, the chat tests I did, were only with a chat bot and never transfered to a live agent.
Do I have to have the chat transferred to a live agent for the contact search or create to complete? Or, do I need to add this is my embedded chat deployment code? I actually did add the embedded_svc.settings.extraPrechatInfo code, but contacts are still not being searched or created.
Is there something I am missing?
Thanks in advance!
Chris Valko
As per documentation, searching happens automatically. In my situation, the contact was getting created everytime, despite being found. I had to update the embedded_svc.settings.extraPrechatInfo and below is what I used to prevent creating new contact..
If you see below, for "Contacts", I have used "docreate" = false, but still want to search the contacts.
embedded_svc.snippetSettingsFile.extraPrechatInfo = [{
"entityName": "Contact",
"entityFieldMaps" : [{
"doCreate":false,
"doFind":true,
"fieldName":"FirstName",
"isExactMatch":true,
"label":"First Name"
}, {
"doCreate":false,
"doFind":true,
"fieldName":"LastName",
"isExactMatch":true,
"label":"Last Name"
}, {
"doCreate":false,
"doFind":true,
"fieldName":"Email",
"isExactMatch":true,
"label":"Email"
}]
}];
})();
