I am currently implementing a pre-chat screen for Live Agent. I want the prescreen to open the account based on screen name (which is working correctly) and then open a case - bypassing record type screen. (Which is not working, it always opens to the "select record type" for case.)

Below is the code. Help me stackexchange, you're my only hope. :(

<!-- Map the detail inputs to the Account fields --> 
<input type="hidden" name="liveagent.prechat.findorcreate.map:Account" value="FirstName,first-name;LastName,last-name;Screen_Name__c,screen-name;" />

<!-- Try to find the Account by screen name (exact match) -->
<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Account" value="Screen_Name__c,true;" />
<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Account" value="Screen_Name__c,true;" />

<!-- If the Account is not found, then create one with the following fields set -->
<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Account" value="FirstName,true;LastName,true;Screen_Name__c,true;" />

<!-- Save the Account on the Live Chat Transcript's Account Lookup -->
<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Account" value="Account" />

<!-- Show the Account when it is found or created -->
<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Account" value="true" />

<!-- Create a Case every time -->
 <input type="hidden" name="liveagent.prechat:caseOrigin" value="Chat" />
  <input type="hidden" name="liveagent.prechat:caseRecordType" value="Incident" />
  <input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Origin,caseOrigin;RecordType,caseRecordType;Subject,drop-down;Description,issue" />
  <input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Origin,true;RecordType,true;Subject,true;Description,issue" />
  <input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="Case" />
  <input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" />

<!-- Link the Account to the Case -->
  <input type= "hidden" name="liveagent.prechat.findorcreate.linkToEntity:Account" value="Case,AccountId" />
  • In a Guest Profile, you can restrict user to access only one Case record type so Record type selection will be bypassed. Nov 5, 2014 at 21:44

3 Answers 3


You seem to be using the doCreate case method twice, so I think that part is not working. Try changing it to:

  <input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Origin,caseOrigin;RecordType,caseRecordType;Subject,drop-down;Description,issue" />

  <input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Origin,true;RecordType,true;Subject,true;Description,issue" />

We ran into the same issue. You need to reference the record type ID so your content should look something like this:

input type="hidden" name="liveagent.prechat:caseRecordType" value="0121a0000001nX3"

input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="RecordTypeId,caseRecordType"

input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="RecordTypeId,true"

input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true"

I've left a record type ID in there just for the sake of the example, but just go to your record type and grab what you want to open.


If this isn't working for you make sure you check field requirements and validation rules. Make sure you are populating all required data in your page.


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