virtual agent creating multiple interactions when using "load_active_only = true"

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‎03-31-2023 06:00 AM

Hi everyone,
We are using "load_active_only = true" code to keep current conversation history and it is working fine. Thanks to @Mark Roethof . 

But when a case created is opened, it is observed that multiple interactions are associated with that HR case.

 

 

31M.jpg

 

We understand this is because the conversation has ended after creating the case and when user clicks on case number, it opens in a new tab and VA starts greeting again so new interaction is created.

32m.jpg

@Mark Roethof , is there a way to not create multiple interactions? 

TIA.

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MOHITB494696992
Tera Contributor

3 weeks ago

Hi @Community Alums ,

Actually i am also facing the same issue ,Do you recall what fix you did for this ?

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