Interaction records not created when using Virtual Agent with Connect ChatIssue Virtual Agent Chat is enabled and conversations are being generated, but no interaction records are created. Interaction records can be created manually, confirming the feature is available. Under Collaboration > Chat Setup, the instance is configured to use Connect Chat with Virtual Agent Support. Interactions are only created for agent (workspace) chat, not Connect Support Chat. This behavior changed in the Orlando release. Release Confirmed in New York Cause Selecting Collaboration then Chat Setup, it is noticed that the user is using Connect Chat with Virtual Agent Support configured. Interactions are only created for agent (workspace) chat and not connect support chat. This feature is introduced in Orlando. Resolution Upgrade to Orlando or later. In New York, the platform does not create an interaction record until the customer connects to a live agent. In Orlando, that behavior changed — interaction records are created when a Virtual Agent conversation begins. Switch to agent chat with agent workspace. Agent chat with agent workspace creates an interaction record for every chat record and does not require an upgrade.