Is there a way to allow users to create a New Case from a Chat Transcript?

For example the layout below shows the chat in progress but the Case Details and lookup doesn't offer a user the ability to create a case during a chat? The only option is to navigate to the Case Object and choose New in a different window.

enter image description here


There are Service Cloud Chat API methods that you can use after chat finishes. Check the page 40 of the developer guide. You will need a Visualforce component. Documentation

  • Great thanks - automates the whole thing too which will make the agents happy! – sfdc_beginner1 Oct 28 '19 at 14:41
  • 1
    Make sure you check out the sample code and iterate based on the example, some chat API methods are tricky! – Atlas Can Oct 28 '19 at 14:57

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.