How to recognize whether an interaction record is created by Virtual Agent Live Agent?

Lisa71 · 3 weeks ago

We see if the record in interaction table is created by virtual agent chatbot, the record assigned to is virtual agent, however if it's created by Live Agent, don't know how to recognize it. Thanks.

Bhavya11 · 3 weeks ago

HI @Lisa71 ,

The Virtual Agent column in the interaction record will be set to true.A Virtual Agent conversation is flagged when a requester selects a conversation topic or when the topic discovery process starts the appropriate conversation.

if the interaction record is created by a live agent, Virtual Agent column

The Agent chat Flag that indicates the conversation was transferred to a live agent in Agent Chat: true or false.

For more information

If this information proves useful, kindly mark it as helpful or accepted solution.

Thanks,
BK

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Tanushree Maiti · 3 weeks ago

Hi @Lisa71 ,

To identify whether interaction record has been created by Virtual Agent or Live Agent , You have to check these 3 fields.

The Virtual Agent Flag

Virtual Agent = True: The conversation topic discovery started, or the user actively interacted with the Virtual Agent.
Virtual Agent = False: The chat was initiated entirely outside the Virtual Agent or was not flagged as a VA session.

The "Assigned to" Field

Assigned to = Virtual Agent: The interaction is a virtual session. If a Live Agent takes over, this field typically updates to the live agent's name.
Assigned to = [Live Agent Name]: The interaction is handled or was closed by a specific Live Support agent.

Agent Chat Identification

Check the Agent Chat column. If set to True, the chat was routed and handled through the Agent Chat workspace.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti