Connect a chat to an existing ticket

[Wayne Richmond]

Hi all. I found a post from two years ago that said my requirement isn't possible, but I thought I'd check if they'd been any updates I'm not aware of. 

Is it possible to link a live agent chat conversation to an existing record? I know you can create an incident while in the chat, and the conversation is copied to the record. Can we add to an existing record with a new conversation?

Thanks

[Musab Rasheed]

Hi @Wayne Richmond ,

Are you talking about Agent Live Chat or connect chat.? If agent chat then yes possible.

Regards

[Wayne Richmond]

Hello @Musab Rasheed, I'm referring to Live Agent chat

[Musab Rasheed]

Yes, it is possible, Check 'Associate Record' UI action, it is possible to link interaction record with task records.

[Wayne Richmond]

That's good news! Would you mind posting a wider screenshot so I can get some context please? I'd really appreciate it.