How to update the Case Owner to Chat agent when the Chat is accepted using Record-Triggered Flow in Salesforce?

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How to update the Case Owner to Chat agent when the Chat is accepted using Record-Triggered Flow in Salesforce?

Magulan Duraipandian

We can use a Record-Trigger Flow on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce.

Sample Flow:

Condition:

1. Status is Opened.

2. WorkItemId starts with 570.

Fetching Chat Transcript Record

Case Linked to Chat Transcript Check

Case Assignment 

Case Update

Output: 

Video Reference:

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