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Hello Community,
In Omnichannel when using Chat, we have set up pre-chat survey to ask the customer to provide their case number. We have followed the variable naming convention to use "CaseNumber" as the survey question - see screen shot below. However, when testing this out, we are not getting the case record to be identified and linked to the active conversation automatically even though the customer has provided a valid case number in the pre-chat survey. Any ideas as to what might be missing here? Thanks.
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