Hi! Here is the detailed use case.
On custom record producer called "create new incident", when user selects category as "Software" and subcategory as "Email" then instead of submitting the incident record "interaction" record should be created in a backend and will connect to the live agent. For this, i have created catalog client script to get the user input and script include to create the interaction record. Now available live agent is able to accept this interaction, but Active Chat window will not be visible as this interaction was not actually created from agent chat widget on the portal. So, if we create the record for chat session before creation of interaction record then we would probably get that "Active Chat" tab which will display previous chat with user and allow agent to interact further with user. So that user will not abruptly leave after trying to submit the incident record.
