Virtual Agent - Interaction Channel to be changed to a custom one

muthu kumar
Tera Contributor

‎08-31-2023 01:10 AM

When any conversion is made in Virtual Agent there is a interaction record gets created, If  Live agent topic is selected in Virual Agent , I want the Interaction table record Channel field to set to a Customic options, I couldnt find the respective business rule or script include for the OOTB one

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pooja_m
Mega Guru

‎08-31-2023 06:37 AM

Hi,

 

Are you referring to the "Type" field in interaction table which has default choices: Chat, Message, Phone, Video

can you please confirm?

 

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muthu kumar
Tera Contributor
In response to pooja_m

‎08-31-2023 08:35 AM

Yes, I have created a custom options in the type field, now if live agent topic is selected then the interaction type field should change to the custom option added one

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