Virtual Agent Interaction

[Sakshi Lambat]

When I open and chat regarding one issue and SD creates a ticket for it then it is clear to which ticket the interaction number will be connected to. However, what happens when I for example open one chat for an Incident issue one for a requests and one for requiring some information, to what ticket will be the chat interaction number be connected to

[Rajesh Chopade1]

Hi @Sakshi Lambat

When you open multiple chat sessions for different types of issues (such as an Incident, a Request, and an Inquiry), each interaction is typically tracked individually.

what do you want here? could you please explain little more.

thank you

[Sakshi Lambat]

Hi @Rajesh Chopade1 ,

Thanks for reaching out.

I wanted to know that, let suppose I am having a conversation with live agent and in the same interaction if I raise an incident, a request and require some more information then to which ticket that particular interaction number will get connected. 

[Rajesh Chopade1 · Accepted solution]

Hi @Sakshi Lambat 

By default, a single interaction is connected to only one ticket. If you raise multiple issues during one interaction, ServiceNow will typically connect the interaction to the first or the most significant ticket created unless an agent manually links it otherwise.

Ideally, each distinct issue (Incident, Request, Information Inquiry) should have its own interaction, leading to a clean 1:1 relationship between the interaction and the ticket. This approach avoids confusion and ensures proper tracking and reporting.

[Sakshi Lambat]

Thank You @Rajesh Chopade1