Hi,
I have developed a custom CRM integration with Jira and would like contacts to be created from live chat. Everything that I've read so far seems to indicate that live chats simply aren't recorded in the CRM if no contact was found during the initial lookup, but is there a way to call CreateContactRecord if LookupByEmail doesn't find a contact in the CRM?
Worth noting that I can get contact creation to work when using the Number matching scenario. As such, I tried creating a second matching scenario for Email, but Jira doesn't allow searching for empty values in the phone number/email address fields, so when attempting to match by email address, Jira returns a 400 (Bad Request) because the phone number is empty, and vice-versa when matching by phone number. Therefore, I think my only option is to "chain" the contact creation after LookupByEmail fails to find a contact, whilst only having the single matching scenario for phone number.
Thanks,
Adam
EDIT: I've been able to overcome the 400s from Jira by adding Skip conditions to my matching scenarios, checking for empty Strings, but my issue still persists. I'm fairly sure that live chat calls LookupByEmail instead of the matching scenarios, so even though I have a matching scenario for Email it isn't being called anyway.
I have developed a custom CRM integration with Jira and would like contacts to be created from live chat. Everything that I've read so far seems to indicate that live chats simply aren't recorded in the CRM if no contact was found during the initial lookup, but is there a way to call CreateContactRecord if LookupByEmail doesn't find a contact in the CRM?
Worth noting that I can get contact creation to work when using the Number matching scenario. As such, I tried creating a second matching scenario for Email, but Jira doesn't allow searching for empty values in the phone number/email address fields, so when attempting to match by email address, Jira returns a 400 (Bad Request) because the phone number is empty, and vice-versa when matching by phone number. Therefore, I think my only option is to "chain" the contact creation after LookupByEmail fails to find a contact, whilst only having the single matching scenario for phone number.
Thanks,
Adam
EDIT: I've been able to overcome the 400s from Jira by adding Skip conditions to my matching scenarios, checking for empty Strings, but my issue still persists. I'm fairly sure that live chat calls LookupByEmail instead of the matching scenarios, so even though I have a matching scenario for Email it isn't being called anyway.
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