Yes you can.
A case is an issue or a request raised by a customer. When a customer raises an issue, you can create a case record in the CRM.
Follow these steps to add a case:
- Click the Main Menu.
- Go to the Essentials tab.
- Select the Live Chats module.
- Click the Transcripts button on the top right corner of the screen.
- Open a chat record.
- Click the Do button in the Summary View.
- Click Add or Create button.
- Select Cases.
- Here, you see two options on your screen:
- Select Cases:
- If you want to add an existing case, select this option.
- Hover over a record in the list of existing cases to display the radio buttons.
- Click the radio button on the left side of the record to select a record.
- Click Add Selected button present below the list.
- Create Cases:
- If you want to add a new case, select this option.
- Fill in all the necessary details.
- Click Save.
The linked case will be seen in the Cases widget in the Summary View of the chat record.
To learn more about Live Chats, click
here.