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I came across the exact situation in my own org. By default, it appears that the lead record will be searched for or created in the Sales Embedded chat flow. To stop the duplicate creation, I used matching and duplicate rules to prevent the lead from creating. For my situation, I am only matching on email address since it is unique, however, you can make ...


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Been looking around for the same thing, the closest I came to was developing a Custom Component to achieve that. Currently, only following field types are supported: Email, Phone, Picklist (not including dependent picklist at this time), Text. There's a way to just add a checkbox field on the Pre-chat form global action layout after creating a checkbox on ...


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