Live Agent Chat Sometimes Does Not Create a Case - Why? - Answers - Salesforce Trailblazer Community
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Jason PetersonJason Peterson 

Live Agent Chat Sometimes Does Not Create a Case - Why?

Hello,

The vast majority of our Live Agent Chats automatically generate a Live Agent Case; however, occasionally they do not. Trying to determine if this is a glitch or something I'm missing.

For example, the same customer chatted our contact center three times today - twice, these chats generated cases; once, however, it did not. The agent involved was the same, so that's not the issue.

User-added image

I've looked through various possibilities but can't find any commonalities between the chats that do not generate cases. Has anyone else experienced this? 
Best Answer chosen by Jason Peterson
Bhavya JainBhavya Jain
Hi Jason,
Here are some of the reasons why Live Agent occasionally not creating the case:-
1. Here is a great blog on how to tear this code apart and understand what it's all doing:  http://peterknolle.com/live-agent-pre-chat-api/

2. The next thing I would do is to open your browser's Javascript Console and see if you get any console errors on submit - there could be some bad code or misentered data throwing a wrench in the works too.

3. The issue is caused by the answering agent not having write access to the relevant field.

Either
a) Update the agents' profile to include write access to the case fields that are configured in the pre-chat/deployment API
OR
b) Create permission sets for the agents to include write access to the case fields that are configured in the pre-chat/deployment API 


After implemeting above points , if you are unable to resolve it, pleaselet me know. 
If resolved  please select my answer as the Best Answer.

Thanks & Regards

Bhavya Jain
 

All Answers

Bhavya JainBhavya Jain
Hi Jason,
Here are some of the reasons why Live Agent occasionally not creating the case:-
1. Here is a great blog on how to tear this code apart and understand what it's all doing:  http://peterknolle.com/live-agent-pre-chat-api/

2. The next thing I would do is to open your browser's Javascript Console and see if you get any console errors on submit - there could be some bad code or misentered data throwing a wrench in the works too.

3. The issue is caused by the answering agent not having write access to the relevant field.

Either
a) Update the agents' profile to include write access to the case fields that are configured in the pre-chat/deployment API
OR
b) Create permission sets for the agents to include write access to the case fields that are configured in the pre-chat/deployment API 


After implemeting above points , if you are unable to resolve it, pleaselet me know. 
If resolved  please select my answer as the Best Answer.

Thanks & Regards

Bhavya Jain
 
This was selected as the best answer
Dave PattisonDave Pattison
Intermittent failure of Cases can be caused if there is a mismatch of field sizes.
for example. A user entered value in a pre-chat form exceeds the maximum character limit on the field it is mapped to.
We've found that the case creation just aborts.

Dave
Ashok Kumar NayakAshok Kumar Nayak

Hi I see this failure in a different sandbox, as in my sandbox 1 when I accept the chat request it creates the case everytime, but the same is not happening in sandbox2, and I'm using syatem admin profile to accept the chat request in both the sandbox and have access to all the case fields I have.

I also tried to see the chrome console log, but there is no errors or warnings.

Is there anything I'm missing here ? any help would be appreciated.

Thanks & Regards

Ashok Kumar Nayak

Arnold FernandesArnold Fernandes
We are facing a similar issue in our org. We have a OOTB pre- chat form configured on the Snap-in (not custom VF page).  I am observing that this generally happens when users are retrying the chat after the first chat session gets dropped.  There is a case created during the first attempt even though the transcript is empty. During the second attempt the user is able to connect and carry out a conversation, but the case is not created.  Anybody seen a similar glitch?
 
Saily Carolina Fuentes AraqueSaily Carolina Fuentes Araque
Hi @Bhavya Jain I've followed all of the recomendations you mentioned above but still having the issue with case record creation. Could you help me?
Gadupudi RamakrishnaGadupudi Ramakrishna
HI Bhavya,
As Ashok Kumar Nayak told in the above comment i am also facing the same issue in 2nd sandabox. that is also intermittent(some time is creating and some time is not creating but if you make/give the email address then i can see the case creation in 2nd sandbox as well).

Can you please let us know any solution for that?

Thanks.

Gadupudi Ramakrishna

 
Jay PurohitJay Purohit
Hi,
Jason and all of you facing the issue is an example of bad client service.

With the autosaving feature of chats into the database in the form of cases & tickets has long been resolved I suppose. If not then maybe it is time to try new products & services.

Check this out: Acquire Third Party Integration (https://docs.acquire.io/category/third-party-integrations)
Now they not just save the chats as cases but map it within the databases to reduce the efforts.

Let me know if I can help you more.
Cat SheltonCat Shelton
Another issue I found which could cause this - if you have a pre-chat form, and 'Email' and 'Subject' are not required fields, then the customer leaves these blank, no case is raised. 
Apurva GaurApurva Gaur
@Cat Shelton Did you find a solution for your issue? 
 
Cat SheltonCat Shelton
Hi Apurva, 

I did not, but it's not been reported any more so I think it was a bug that got fixed on the sly!