Virtual agent interactions

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Community Alums
Not applicable

‎08-15-2024 09:04 AM

Hi all,

 

Does anyone know how virtual agents interaction records get created after a conversation?

and if so, how to populate other fields of the interaction record depending on the conversation? 

Thanks

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Chris D
Kilo Sage
Kilo Sage

‎08-15-2024 10:17 AM

I'm not sure if we have access to how Interactions are created by VA conversations, but it's irrelevant to the second question...

You can update the interaction record via a normal GlideRecord query by getting vaVars._interaction_record_sysid in a script, such as this:

var interaction = new GlideRecord('interaction');
interaction.get(vaVars._interaction_record_sysid);
interaction.short_description = vaInputs.short_description;
interaction.any_other_field = any_other_value;
interaction.update();

 I have this in a topic block myself and would recommend you consider that design as well for reusability.

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Lynda1
Kilo Sage
In response to Community Alums

‎08-19-2024 12:25 PM

The answer depends on the requirement. If you want these fields with data on every single chat, I would take what Chris suggested and work with that. It looks like a lot of custom fields in your interaction. We use Opened for field to know who the user is. We keep things out of the box as much as possible so we are not negatively impacted by ServiceNow changes.