Salesforce Pre-Chat API can be used to find the existing Case records using Custom Field for matching the records. Check the following for reference.
Sample Case Custom Field for Matching records:
Sample PreChat Visualforce Page:
<apex:page showHeader="false" standardStylesheets="false" sidebar="false" title="Pre-Chat Form" cache="false">
<!-- form id should be used in getElementById() -->
<script type="text/javascript">
(function() {
function handlePageLoad() {
var endpointMatcher = new RegExp("[\\?\\&]endpoint=([^&#]*)");
document.getElementById('prechatForm').setAttribute('action',
decodeURIComponent(endpointMatcher.exec(document.location.search)[1]));
}
if (window.addEventListener) {
window.addEventListener('load', handlePageLoad, false);
} else {
window.attachEvent('onload', handlePageLoad, false);
}
})();
</script>
<form method='post' id='prechatForm'>
<table cellspacing="5" cellpadding="5">
<tr>
<td>First Name</td>
<td><input type='text' name='liveagent.prechat:ContactFirstName' /></td>
</tr>
<tr>
<td>Last Name</td>
<td><input type='text' name='liveagent.prechat:ContactLastName' /></td>
</tr>
<tr>
<td>Email</td>
<td><input type='text' name='liveagent.prechat:ContactEmail' /></td>
</tr>
<tr>
<td>Subject</td>
<td><input type='text' name='liveagent.prechat:CaseSubject' /></td>
</tr>
</table>
<!-- Contact creation Start -->
<input
type="hidden"
name="liveagent.prechat.findorcreate.map:Contact"
value="FirstName,ContactFirstName;LastName,ContactLastName;Email,ContactEmail" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.map.doFind:Contact"
value="FirstName,true;LastName,true" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.map.isExactMatch:Contact"
value="FirstName,true;LastName,true" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.map.doCreate:Contact"
value="FirstName,true;LastName,true;Email,true" />
<!-- Contact creation End -->
<!-- Case creation Start -->
<!-- Setting Case Status and Origin Start -->
<input
type="hidden"
name="liveagent.prechat:CaseStatus"
value="New" /><br />
<input
type="hidden"
name="liveagent.prechat:CaseOrigin"
value="Chat" /><br />
<!-- Setting Case Status and Origin End-->
<input
type="hidden"
name="liveagent.prechat.findorcreate.map:Case"
value="Subject,CaseSubject;Status,CaseStatus;Origin,CaseOrigin;Chat_Notes__c,CaseSubject" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.map.doFind:Case"
value="Chat_Notes__c,true" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.map.isExactMatch:Case"
value="Chat_Notes__c,true" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.map.doCreate:Case"
value="Subject,true;Status,true;Origin,true;Chat_Notes__c,true" />
<!-- Case creation End -->
<!-- Linking Contact and Case to the Chat Transcript -->
<input
type="hidden"
name="liveagent.prechat.findorcreate.saveToTranscript:Contact"
value="ContactId" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.saveToTranscript:Case"
value="CaseId" />
<!-- Showing the Contact and Case when the Chat loads automatically in a subtab in the Salesforce console -->
<input
type="hidden"
name="liveagent.prechat.findorcreate.showOnCreate:Contact"
value="true" />
<input
type="hidden"
name="liveagent.prechat.findorcreate.showOnCreate:Case"
value="true" />
<!-- Linking Case to the Contact -->
<input
type="hidden"
name="liveagent.prechat.findorcreate.linkToEntity:Contact"
value="Case,ContactId" />
<input
type="submit"
value="Submit"/>
</form>
</apex:page>
Sample Case record with matching Custom Field Value:
Sample Chat Initiation with Pre-Chat Details:
Output: