Automatically link Contact and Case record to Conversation (Omnichannel)

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Posted on by Joakim Gunstad

Hi,

I have currently made a macro to create new case record from a chat conversation. However, neither the contact or case records are appearing as linked to the Conversation - Customer Summary form.

Is it possible to achieve this through a macro? What I want to happen is the following:

1. Customer submits pre-survey

2. Agent opens chat and runs macro/agent script.

3. Agent script/macro creates and open a case record. Macro searches for existing customer or creates a new one.

4. Case and contact record is set as regarding and linked to the conversation automatically.

I've initiated a rough outline for the macro, but would appreciate some input:

Thanks!

BR, Joakim

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Hi Joakim,

From the document, Automatically identify customers has two ways--One of the ways is by setting up pre-chat questions, another is using the setContextProvider API method.

Automatically identify customers using pre-chat responses and setContext API method | Microsoft Docs

If you want to use macros, you can refer following link:

Macros in the Customer Service workspace and Omnichannel Administration app | Microsoft Docs

Regards,

Leah Ju

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