Is live agent chat detail information saved automatically on platform? - Answers - Salesforce Trailblazer Community
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Lin ZhangLin Zhang 

Is live agent chat detail information saved automatically on platform?

We use service cloud for customer support and use live agent feature to provide chat support, The flow is from our external help website, the javascript call is made to send the chat request to salesforce (https://resources.docs.salesforce.com/sfdc/pdf/live_agent_dev_guide.pdf), upon agent's accept, chat session is created with automatic case creation via javascript (JS) API. Is the information passed by JS API saved on SF platform? The information is set by JS: liveagent.addCustomDetail("name","value") and agent can view them on live agent chat details page. I searched in SF documents but didn't find any info.
Pradeep JonnalagaddaPradeep Jonnalagadda
Hello Lin

When you enable Live Agent it creates LiveChatTranscript object for you. All the chat information is stored in the record by default.
Look at the below documentation
https://help.salesforce.com/articleView?id=live_agent_chat_transcripts.htm&type=5
In addition to this below usage is also acceptable:
/* Saves the custom detail to a custom field on LiveChatTranscript at the end of a chat. Assumes a custom field called Company__c was added to the Live Chat Transcript object */
liveagent.addCustomDetail('Company', 'Acme').saveToTranscript('Company__c');

Let me know if this answers.
Pradeep
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