Hi all,
I'm using the Virtual Agent Conversational Catalog, where users order catalog items through chat instead of the standard Service Catalog UI.
I'm struggling to track these requests afterward. Specifically:
- Can I distinguish RITMs/REQs created via Virtual Agent from ones created through the normal catalog?
- Is there a way to trace a RITM/REQ back to the VA conversation that created it?
- How do end users check status on something they ordered via chat?
- What's the best way to report on VA-originated requests vs. self-service ones?
Has anyone tackled this? Would appreciate any pointers on tables/fields or general approach.
Thanks!
