Some incidents created by VA Chat have Channel=virtual_agent set which is an inactive value and showing in blue color, instead of Channel=Virtual Assistant(active).
There is a script include TaskUtilsSNC where I could see it is setting the contact type to virtual_agent. If I change the value, would it be ok. This is happening in some incidents. Other incidents are having the contact type as Virtual Assistant.
Can you suggest why it is setting an inactive value in the incident form and where to update it to Virtual Assistant.
Please let me know if anyone have any idea.
Thanks in advance.
