We have a valid concern from the support team that today 50% of their vol is web, 25% chat and 25% phone - this will change to 75% chat (with web going away), so whilst will increase deflection opportunity, will also increase live chat instances. Just checking if we can offer the option to create a case for those that want to 'log and leave'. has anyone ever built to offer log a case option for people waiting in chat queue? Or offer live support and\or log a case option?
Yes, this is a well-supported use case in Salesforce Service Cloud and Agentforce. Here are the recommended approaches:
Option 1: Agentforce + "Log and Leave" via Einstein Bot/Service Cloud Messaging
- In your Agentforce (or Einstein Bot for legacy) configuration, add a "Create Case" action that fires when a customer selects "Log and Leave" or when wait time exceeds a threshold.
- Configure this as a Flow Action: the flow collects the case details (name, issue description) from the chat transcript and creates a Case record with the conversation data attached.
- After case creation, send a confirmation message with the Case number and estimated response time.
Option 2: Omni-Channel + Queue Overflow with Case Deflection
- In Omni-Channel, set a Queue Overflow policy: when wait time exceeds X minutes, trigger a message offering to "log a case instead".
- Use a Messaging Pre-Chat Form or Agentforce topic to handle the case creation flow for customers who choose to leave.
Option 3: Embedded Service / Snap-ins "No Agent Available" flow
- Configure the Offline Support or "No Agent Available" settings in Embedded Chat to show a case creation form when all agents are busy.
All three approaches are possible today. Agentforce Option 1 is the most modern and aligns with your current investment in AI deflection.
