Card Response Virtual Agnet not working

[sushama]

Hello All,

I have a VA flow for Case creation, It is creating a case but when records got created it is not showing the Record which is created.

I have used Card Response utility for record to be dispalyed.

Above card response is configured to dispaly the case when it get created.

One stange thing is its working in backend when we click on TEST for the particluar flow and its not working for customer when I impersonating them in Virtual Agent Chat Window.

Any help would be appreciated.

Thanks in advance 🙂

Regards,

Sushama K

[Adam Chapman]

What does the response look like?

When you look at the case created afterwards, is it opened by the user you are impersonating or by your account? I know impersonating can be finicky sometimes.

[sushama]

It's showing "Can't find a valid a record".

[Adam Chapman · Accepted solution]

Is the created case in the name of the impersonated user?

[Diksha Gautam K]

Pls check if there is any business rule which is not allowing data to be fetched by Virtual agent.