How Interaction records in backend are getting created for virtual agent conversations

RahulY540869603
Tera Contributor

‎04-14-2025 10:43 PM

Hello ServiceNow Community,
Can someone explain how interaction records are created in the backend when a new conversation starts in ServiceNow Virtual Agent? Specifically, what components are involved and how does the Virtual Agent flow trigger this process?

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virajtodkar
Tera Expert

‎04-15-2025 12:50 AM

Hi @RahulY540869603 ,

Please check this KB Article on how the Interaction is created - How virtual agent record is created and where the information related to conversation can be checked...

How are interactions created and how can this records be customised - Support and Troubleshooting

Also some additional info on Interaction Record -  Virtual Agent interaction records

Please let me know if my answer is helpful, if yes then mark as helpful