How can I auto-populate the Contact Name and Account details from a Live Agent Chat (or Pre-Chat form) to the Case details - Answers - Salesforce Trailblazer Community
Trailblazer Community
Ask Search:
Manmeet DosanjhManmeet Dosanjh 

How can I auto-populate the Contact Name and Account details from a Live Agent Chat (or Pre-Chat form) to the Case details

As stated in the subject line, I am trying to figure out how to auto-populate some details from the Live Chat (or the Pre-Chat form) into the Case details in Salesforce. I would like to be able to auto fill the Contact Name, the Account, and the Subject line automatically.

I am not sure if this is something found within LiveAgent settings, if it's something triggered by a developer, or if I can create a workflow or process to accomplish this. Any help would be much appreciated! Would love to know where to go to get this done. 
Nicole PomponioNicole Pomponio
This is going to take some dev work, but here are a couple resources to get you started  - 

https://help.salesforce.com/articleView?id=snapins_chat_customize_prechat_form.htm&type=5

And the handy Live Agent Dev Guide - 
https://resources.docs.salesforce.com/218/latest/en-us/sfdc/pdf/live_agent_dev_guide.pdf

We played around with this, but ultimatley decided not to implement with our first implementation. 
Manmeet DosanjhManmeet Dosanjh
Awesome, thank you Nicole!
Harish raghav Rasam settyHarish raghav Rasam setty
Hello Manmeet,

It is not necessary to code for your purpose just go through this article.

https://jenwlee.com/2017/05/16/create-a-person-account-for-new-email-to-case/

It will be very helpful to you if you have not sorted the issue yet.

Best Regards,
Harish