function readOnly(count){ }
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
+ Start a Discussion
Matthew Brown 98Matthew Brown 98 

Live agent and how to create Contact or Person Accounts

We currently have a LiveAgent implementation in production. What we are finding is that Contact information cannot be shared/viewed across our agents. This becomes a problem when the same person starts a chat with a new agent, the message the agent sees is that they are unable to see the contact details and to contact their system admin. We understand why this is happening because when the contact record is created, it becomes an orphaned record, so not attached to any Account or person account as these do not get created when using live agent. 
What is everyone else doing to get around this?
We created a case with Salesforce and have an official answer but looking to see what other companies are doing to resolve this issue.

Just to note Sharing rules will not resolve this as the Contact record is orphaned on creation.

Many thanks