Unable to create Interaction from Virtual Agent

[reddy8055]

Hi,

I am trying to create an interaction record from the Virtual Agent, but it is not being created. I have the chat functionality enabled in the Service Portal, and whenever I enter something in the chat, it is supposed to generate an interaction but, it is not working. Not sure where to check on this.

Thanks,

[AndersBGS]

Hi @reddy8055 ,

What have you setup? How are you starting the chat? have you verified the virtual agent topic being used?

[reddy8055]

Yes, virtual agent topic is being used and whenever i do chat from portal sometimes interactions gets created and assign to virtual agent and sometimes no interaction is being generated now.

[Anand Kumar P]

Hi @reddy8055 ,

The Interactions table is part of the Interaction Management plugin (com.glide.interaction). Virtual Agent, Agent Chat, and Connect Support use this plugin.

Refer below doc:https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/virtual-agent/co...

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand