Set Up Offline Support and Related Records in the Live Agent Setup Flow
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.
Link your chats with other Salesforce records with a simple selection in the flow. Select one of the options, and Salesforce will find or create records with your chat, so you get a full view of your customers. You can select a sales focus (Leads), a service focus (Cases and Contacts), or just Contacts.
How: From Service Setup, select Live Agent Setup. If it’s not in your recommendations, click View All, then select Live Agent Setup.