I have a bot deployed using Embedded Service. I'm following Einstein Bots Developer Cookbook. In my PreChat form, I'm getting customer Name, which I want to use while greeting.

I have added below code in my website, to get details in Chat Transcript object:

embedded_svc.settings.extraPrechatFormDetails = [{
  "label":"First Name",  
  "transcriptFields": ["FirstName__c"]
  "label":"Last Name", 
  "transcriptFields": ["LastName__c"]
  "transcriptFields": ["Email__c"]

I'm extracting the transcript fields using Metadata API Solution.

I have also given the field permission in the sfdc.chatbot.service.permset permission set.

I can also see my chat transcript record is not getting created. I'm using Omni-channel queue-based routing.

Is there any other step which I'm missing?

  • Transcript record should be created. is it a customer website or embedded cloud site? For the later the snippet is slightly different.
    – nayak
    Commented Apr 5, 2022 at 4:46

1 Answer 1


It looks like you haven't completed the rest of the steps, step 5 and beyond. - https://developer.salesforce.com/docs/atlas.en-us.bot_cookbook.meta/bot_cookbook/bot_cookbook_greet_customer_lex.htm

  • 1
    Yes, I did and I'm using the Metadata API Solution, to retrieve the firstname Commented Jun 3, 2020 at 13:44

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