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mitsvik
is it possible to live agent auto create case?
For each chat, we can assume it will most likely be a new case. In rare occurrence, we might pick an existing case to add a transcript to. Thus, is there a way to auto-create a case opening it in the Lightning Console Chat Transcript window or sub-tab with some pre-populating of fields without including a case field in the pre-chat? Or is the easiest method to include something like "subject"?
Sorry for this issue you are facing.
Most of the times where you create a Case for every customer interaction, it would be beneficial to have the Live Agent tool automatically create a Case at the end of a Live Chat. Presently you have to press "Create Case" which adds steps to the process.
Unfortunately, this is not possible as of now. There is an idea on the success community which is active for which you can upvote so that it gets available in the mere future.
- https://success.salesforce.com/ideaView?id=08730000000j2P6AAI
Thanks,Nagendra