1. In the Embedded Chat, make sure only Contact is selected in the Pre-Chat.
3. Update “Transfer to Agent” Dialog in the BOT. Get the Subject for Case. Call the Flow to create a the Case and update Chat Transcript with the Case Id.
4 thoughts on “How to create Case record only when Chat is transferred to an Agent in Salesforce Einstein Bot?”
Hi I need help with this guide… ASAP
What's the issue you are facing?
I am tring to implement this with same details as you described in the images but its not creating any case after assigning and also I am getting this error:
Flow API Name: create_Case_when_Chat_is_transferred_to_an_Agent
Type: Autolaunched Flow
Org: Petcube, Inc. (00D2h00000017XV)
Flow Interview Details
Interview Label: Assign 11/19/2021 6:54 AM
Interview GUID: 8538ca7cabc9aafbf6db315eb28317d388f26c-077c
Current User: Platform Integration User (0051N0000070ihr)
Start time: 11/19/2021 6:54 AM
Duration: 0 seconds
How the Interview Started
Platform Integration User (0051N0000070ihr) started the flow interview.
API Version for Running the Flow: 53
Some of this flow's variables were set when the interview started.
objChatTranscript = null
objCase = null
As discussed in the Messenger, try trigger on AgentWork.