Apex Code Development You need to sign in to do that
Don't have an account?
jrhamsfdc Prepopulate Live Agent Chat Related Entities
In our deployment we are using an authenticated site for users to login to for support. This is all setup and running on the force.com platform using SSO and a force.com site. When a user logs in they gain the ability to chat with support. As a logged in user we are already aware of the users account and contact because they are automatically generated in the production ORG and with SSO they grant the right for us to pull this information from their ORG to create a contact and account in our ORG. When a user inititates a live agent chat there are fields called "Related Entities" that I would like to prepopulate to save the agent time from having to look up the records. I would think this would be feasiable given we already have this information from the authenticated user. Does anyone know how I can I prepopulate these fields?
Take a look at the Live Agent Dev Guide in the section of Pre-chat forms. You can customize the Pre-chat form to provide info to the chat session. www.salesforce.com/us/developer/docs/live_agent_dev/index.htm
Here's another thread on this topic that doesn't address the question either:
https://success.salesforce.com/questionDetail?qid=a1X30000000dZhtEAE
If we solve the problem, we'll post our solution.
This discussion looks promising and we intend to try this:
http://boards.developerforce.com/t5/General-Development/Live-Agent-Deployment-Customization/td-p/428711