We have implemented einstein bot for our customers. In transfer to agent option, we want our customers to type the agent name and the chat should go to this particular agent.

What we have tried: We have tried to change the ownerId field of the current LiveChatTranscript record so that the chat gets transferred to  agent selected by the customer, but it is throwing below error: "Can not update field "Status" [We are updating the Ownerid field, but it is throwing error for status] 

Analysis: We tried updating the ownerId of transcript records using developer console and found that we can only update for those transcripts which are in completed status.

Problem Statement: Is there any wayout to update the ownerId field for the in progress/waiting transcripts?Or Any alternate approach for this use case?

Any help will be appreciated. Thanks!

Your Answer

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

Browse other questions tagged or ask your own question.