Does the Live Agent transcript automatically create a case? - Answers - Salesforce Trailblazer Community
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Nicole WoodleyNicole Woodley 

Does the Live Agent transcript automatically create a case?

I understand that as soon as a website visitor starts chatting to one of our agents a chat transcript record is created. My question is if the Agent then has to attach that chat transcript manually to a case or task (any record) or doest this happen automatically?
Best Answer chosen by Nicole Woodley
Ines GarciaInes Garcia
Hi Nicole, 

You can associate a transcript with cases, accounts, contacts, and leads, or you can link it to other objects. I believe it does the relationship between the two once you close the transcript/chat. here is the mapping from transcript over values: https://help.salesforce.com/articleView?id=live_agent_transcript_fields.htm&type=5

Hope this helps,

Ines

All Answers

Ines GarciaInes Garcia
Hi Nicole, 

You can associate a transcript with cases, accounts, contacts, and leads, or you can link it to other objects. I believe it does the relationship between the two once you close the transcript/chat. here is the mapping from transcript over values: https://help.salesforce.com/articleView?id=live_agent_transcript_fields.htm&type=5

Hope this helps,

Ines
This was selected as the best answer
Nicole WoodleyNicole Woodley
I understand. My question is if this can happen automatically? Chat ends = transcript attached to a case ...
Ines GarciaInes Garcia
Yes I believe it does the relationship between the two once you close the transcript/chat. 
Thank you for confirming back to the community!