Here are some related links:
- Custom Pre-Chat Component Sample Using Aura
- Find and Create Records Pre-Chat API Code Sample
Based on link 3, it seems like if we were using a
Visualforce Page for our Prechat form, we would be able to upsert a single
Contact record, in order to associate the
LiveChatTranscript to an existing record. However, I'm having a hard time hunting down how that would be done using a custom
Lightning Component hooked up to a Snap-in, as described in link 1.
We're trying to do the association based on a Unique External Id field. When an existing value is populated in the Prechat form, no
Contact record is created nor associated to the
LiveChatTranscript. When a new value is populated, a new
Contact is created and associated. The behavior observed so far seems to indicate any
DML failures are silent, and the transcript record can be created regardless of any failures up to that point.
I can't find any documentation on the Prechat API surfaced via the
lightningsnapin:prechatAPI component. It doesn't seem to have any sort of analogue to the
findOrCreate map that would have allowed us to upsert in classic.
Is it possible to have a Lightning Prechat Snap-in upsert a
Contact record based on a
Unique External Id field included in the prechat form? If so, how?