I am trying to set some data in the PreChat of LiveAgent, and it works for every detail, except for the caseRecordType:

<form method="post" id="prechatForm">
    <label for="socialChatSubject">Chatonderwerp:</label>
    <textarea rows="4" name="liveagent.prechat:subject" id="socialChatSubject" placeholder="Max. 300 karakters" />

    <!-- Map the detail inputs to the Contact fields -->
    <input type="hidden" name="liveagent.prechat:caseOrigin" value="Chat" />
    <input type="hidden" name="liveagent.prechat:caseRecordType" value="Social_Media_ORG" />
    <input type="hidden" name="liveagent.prechat:lvl_1" value="Overig" />
    <input type="hidden" name="liveagent.prechat:lvl_2" value="Smartlife" />
    <input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Origin,caseOrigin;RecordType,caseRecordType;Subject,subject;lvl_1__c,lvl_1;lvl_2__c,lvl_2;" />

    <!-- Try to find the Case by CaseNumber (exact match) -->
    <input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Origin,true;RecordType,true;Subject,true;lvl_1__c,true;lvl_2__c,true;" />

    <!-- Show the Contact when it is found or created -->
    <input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" />

    <input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="Case" />

    <input type="submit" value="Begin met chatten" id="prechatFormButton" class="button-blue" />

There are multiple options set in our Salesforce system for caseRecordType, and the option 'Social_Media' is the default option. In this case I would like to override the default option and make sure option 'Social_Media_ORG' is chosen in the prechat. But that doesn't work.

What am I missing here?

Many thanks in advance!

  • You must use Name values, not DeveloperName. Which do you reference in your post?
    – Adrian Larson
    May 24, 2016 at 21:01
  • Record Type Label: Social Media ORG , Record Type Name: Social_Media_ORG , Name for Case Record Type: Record Type , DeveloperName for Case Record Type in the code: caseRecordType
    – Nicole
    May 26, 2016 at 8:30

1 Answer 1


I created a quick fix by adding caseDivision to the PreChat.
It works now, but I'm not sure why.
And it looks like a bit of a dirty hack to me..

<input type="hidden" name="liveagent.prechat:caseDivision" value="ORG chat" />
<input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Origin,caseOrigin;RecordType,caseRecordType;Subject,subject;lvl_1__c,lvl_1‌​;lvl_2__c,lvl_2;Division__c,caseDivision" />

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