1. I am using snap-in chat feature released couple of releases ago.
  2. Unlike the old Live Agent, Snap-in lets admin customize what information to be collected from the pre-chat form and what records to be created as shown in the below screenshot: enter image description here

  3. For the customer, who wants to chat with agent, shows the below pre-chat form as expected: enter image description here

so far, so good but the contact and case records created using the information collected from pre-chat form are not attached to the live chat transcript record and agent has to do manually.

There is a similar question asked about Adding chat transcript to case in Live Agent but how do I use the solution suggested in that answer. Snap-in does not give any option to write any custom code.

I feel lost with this and any help is really appreciated.

  • Is your Snap-In implementation for a community, public or otherwise? Or an external website?
    – moth
    Sep 14, 2018 at 19:19
  • This was for a public community.
    – javanoob
    Sep 14, 2018 at 19:28
  • I am currently looking through documentation to find an answer to this as well (for a public community). We are running into an issue where we are not even seeing a Case getting created. Did you have to do anything additional to have the Case created?
    – moth
    Sep 14, 2018 at 19:32
  • 1
    To follow up here, we had a trigger blocking the Case being created. That is now resolved and the Case is connecting to the Live Agent Transcript automatically. Are you using an out of the box pre-chat form or a custom Lightning Component?
    – moth
    Sep 14, 2018 at 20:15
  • Out of box pre-chat form. I implemented this in my last projet and moved on to another project now :)
    – javanoob
    Sep 14, 2018 at 20:17

1 Answer 1


Just to round this out for others searching for a solution, in the Winter '19 release there is a feature to add a code snippet to the pre-chat in your community. Here's a link to the feature in the release notes


Here are some examples of code you can add to the snippet to carry out various tasks such as attaching to the chat transcript.


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