Currently we have a Pre-Chat form that was working with just live agent but is not longer working when we enable omni-channel. The Pre-Chat form lookup up an Account, Product, and then associated the product and account to a case, then popped the case.
Sadly the pre-chat form is no longer popping the case, and the case does not seem to be getting created, it is unclear to me why this is happening, so I am hoping someone can help.
Bellow is a snipper of my pre-chat code:
<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="CaseId" /> <input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" /> <input type= "hidden" name="liveagent.prechat.findorcreate.linkToEntity:Account" value="Case,AccountId" /> <input type= "hidden" name="liveagent.prechat.findorcreate.linkToEntity:Product_vod__c" value="Case,Product_MVN__c" />
Does Omni-Channel do something different that would cause the above code to work fine without it, but break with it?