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