Why are interaction records having "assigned to" field as virtual agent?


Details

*In New York release, the platform does not create an interaction record (chat record) until the customer connects to the live agent. 

*However, in the Orlando release, that behavior is changed. The interaction (chat) record is created as soon as the customer starts to chat with the Virtual Agent and the assigned_to field of the interaction/chat record is set to the Virtual Agent initially. If the user quits the chat at this point without connecting to the live agent, you see the record associated with the Virtual Agent.

*Please see the scenarios that the chat record is associated with the Virtual Agent user in the Orlando release:

1- If the end-user opens a chat window and then closes it without taking any actions, that chat record is associated with the virtual agent since there is no transfer or action occurred.

2- If the end-user opens a chat window and requests to talk to a live agent, and if there are no agents available at the moment, the chat record is still created and associated with the virtual agent.

3- If the end-user opens a chat request and the request is completely handled by the virtual agent automatically, the chat record is still associated with the virtual agent.



Additional Information

Each time a Virtual Agent conversation occurs, an interaction record captures the conversation and creates a chat record type.