August 5, 2021

How to create Case record only when Chat is transferred to an Agent in Salesforce Einstein Bot?

1. In the Embedded Chat, make sure only Contact is selected in the Pre-Chat.

2. Create a Flow to Create Case record and Update Chat Transcript with the Case Id.

Case Assignment:

Create Case:

Chat Transcript Assignment:

Update Chat Transcript:

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.

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