Pass Nonstandard Pre-Chat Details

Further control the pre-chat experience using parameters in your Snap-ins code snippet. Two parameters relate to the pre-chat experience: extraPrechatFormDetails and extraPrechatInfo. With these parameters, you can send information to the agent and to your org beyond what’s shown on the pre-chat form.

extraPrechatFormDetails

This parameter allows you to send the agent more information and add information to the chat transcript.

The following sample code illustrates the most common fields for extraPrechatFormDetails.

1embedded_svc.settings.extraPrechatFormDetails = [{
2  "label": "First Name",
3  "value": "John",
4  "displayToAgent": true
5}, {
6  "label": "Last Name",
7  "value": "Doe",
8  "displayToAgent": true
9}, {
10  "label": "Email",
11  "value": "john.doe@salesforce.com",
12  "displayToAgent": true
13}];

The following properties can be used in this JSON parameter.

Name	Type	Description
`label`	String	The label for this field.
`value`	String	The value for this field.
`displayToAgent`	Boolean	Whether to display this label and value to the agent.
`transcriptFields`	Array of Strings	Names of the fields on the chat transcript record to which to save this value.

extraPrechatInfo

This parameter lets you map the pre-chat form details from the extraPrechatFormDetails parameter to fields in existing or new records. The information in this parameter is merged with the information already specified from your org's setup.

If the label name is the same in the pre-chat setup in your org and in the extraPrechatInfo parameter, the information in the extraPrechatInfo parameter takes precedence.

Important

The following sample code illustrates the most common fields for extraPrechatInfo.

1embedded_svc.settings.extraPrechatInfo = [{
2  "entityFieldMaps": [{
3    "doCreate": false,
4    "doFind": true,
5    "fieldName": "LastName",
6    "isExactMatch": true,
7    "label": "Last Name"
8  }, {
9    "doCreate": false,
10    "doFind": true,
11    "fieldName": "Email",
12    "isExactMatch": true,
13    "label": "Email"
14  }],
15  "entityName": "Contact"
16}];

The following properties can be used in this JSON parameter.

Name	Type	Description
`entityName`	String	The type of record to search for or create.
`entityFieldMaps`	Array of Objects	The list of fields within the record type specified in `entityName`.
`entityFieldMaps.fieldName`	String	The name of the field.
`entityFieldMaps.label`	String	The label of the field in the pre-chat form. This value must match the label in the `extraPrechatFormDetails` parameter.
`entityFieldMaps.doCreate`	Boolean	Whether to create if it doesn't exist.
`entityFieldMaps.doFind`	Boolean	Whether to search for the field if not an exact match.
`entityFieldMaps.isExactMatch`	Boolean	Whether a field value must match the field value in an existing record when you conduct a search with the `findOrCreate.map` API method. See findOrCreate.map.isExactMatch in the Live Agent Developer Guide.
`saveToTranscript`	String	The name of the transcript field to which to save the record. This field needs to be a standard lookup field or a custom field with a lookup relationship. If you don’t want to attach contact records to the transcript, set `saveToTranscript` to an empty string.
`linkToEntityName`	String	The name of the related object you want to link this object to. If you don’t want the default link between a contact and a case, set `linkToEntityName` to an empty string.
`linkToEntityField`	String	The name of the field (within the related object specified in `linkToEntityName`) that you want to link this object to.

Snap-Ins for Web Developer Guide

Pass Nonstandard Pre-Chat Details

extraPrechatFormDetails

extraPrechatInfo

See Also