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

muthu kumar
Tera Contributor

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

2 REPLIES 2

pooja_m
Mega Guru

Hi,

 

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

can you please confirm?

 

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