Live Agent Pre Chat API - Matching Leads

Question

I have Live Agent up with the pre-chat APIs coded in the pre-chat form, as per the developer guide. I am attempting to find a lead or contact based on email provided in the pre-chat form. Here are the lines with the Live Agent Pre-Chat APIs:

<input type="hidden" name="liveagent.prechat.findorcreate.map:Lead" value="FirstName,ContactFirstName;LastName,ContactLastName;Email,ContactEmail;Company,ContactEmail;LeadSource,LeadSource"/>

<input type="hidden" name="liveagent.prechat.findorcreate.map:Contact" value="FirstName,ContactFirstName;LastName,ContactLastName;Email,ContactEmail;LeadSource,LeadSource" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Lead" value="Email,true;IsConverted,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact" value="Email,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Lead" value="Email,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Contact" value="Email,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Lead" value="FirstName,true;LastName,true;Email,true;Phone,true;Company,true;LeadSource,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Lead" value="true" />

<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Lead" value="LeadId" />
<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Contact" value="ContactId" />

It's almost working as intended, but the doFind method for the lead is including converted leads. So, when an email address for a converted lead is inputted to the form, the console displays both the contact AND converted lead.

My thought was to try and add IsConverted as part of the search:

<input type="hidden" name='liveagent.prechat:IsConverted' id='isconverted' value=''/> 

<input type="hidden" name="liveagent.prechat.findorcreate.map:Lead" value="FirstName,ContactFirstName;LastName,ContactLastName;Email,ContactEmail;Company,ContactEmail;LeadSource,LeadSource;IsConverted,IsConverted"/>

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Lead" value="Email,true;IsConverted,true" />

But attempting to pass a blank value doesn't work.

Any thoughts here on how I might keep the converted leads from coming up?

Answer 1

Simple fix - and it was right in the documentation:

`'

it's the false. I thought that was the first thing I tried, but apparently not...

Thanks everyone!

Answer 2

Okay, so I've tweaked your code a bit. I think it works just fine.

You only needed to add IsConverted to ExactMatch line. It should look like this;

<input type="hidden" name='liveagent.prechat:IsConverted' id='isconverted' value=''/> 

    <input type="hidden" name="liveagent.prechat.findorcreate.map:Lead" value="FirstName,ContactFirstName;LastName,ContactLastName;Email,ContactEmail;Company,ContactEmail;LeadSource,LeadSource"/>

<input type="hidden" name="liveagent.prechat.findorcreate.map:Contact" value="FirstName,LeadFirstName;LastName,LeadLastName;Email,LeadEmail" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Lead" value="Email,true;IsConverted,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact" value="Email,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Lead" value="Email,true;IsConverted,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Contact" value="Email,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Lead" value="FirstName,true;LastName,true;Email,true;Phone,true;Company,true;LeadSource,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Lead" value="true" />