Hi @tbarela,
you provided no description and the title is not enough to give you meaningful response.
The efforts in this Community shall be both ways, please provide more context - does it happen always or just once, does the REQ has any other RITM (that might still be open), ....
what you said is like going to a car shop and saying "i want to fix my car", but we never saw your car, we don't know what you want to fix, we don't know what's the overall condition of the car, whether it is a small one or SUV....
The better answer the better response, with the currently provided details, no reply will be helpful. 😕
EDIT: and is it related to virtual agent or not, if so then how?
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