Live agent case Status value - Answers - Salesforce Trailblazer Community
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Dana SanderDana Sander 

Live agent case Status value

How do I set the Case Status field to Open instead of New?  I dont see a setting for this anywhere in the Chat settings.  Right now, when a chat comes through a case is created and the Status defaults to New.  We want the ability to change this, is that possible?  
Best Answer chosen by Dana Sander
Prabhat SharmaPrabhat Sharma
Hi Dana,

You'll have to write a logic to update the Case status to Open once the chat case is created. Please check the source of the status should be equal to Chat. It should not conflict with any other process. 

All Answers

Prabhat SharmaPrabhat Sharma
Hi Dana,

You'll have to write a logic to update the Case status to Open once the chat case is created. Please check the source of the status should be equal to Chat. It should not conflict with any other process. 
This was selected as the best answer
Dana SanderDana Sander
Ok so a Process builder or a WF rule?
Prabhat SharmaPrabhat Sharma
Process builder. Updating parent details is not possible through WF rule. 
Dana SanderDana Sander
thank you!