Review a customer interaction with Disputes intake via Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Retrieve a chat interaction between a customer and Disputes intake via Virtual Agent to review a transcript of the conversation and confirm responses.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_manager, sn_bom_credit_card.dispute_viewer, sn_bom_credit_card.contributor, sn_bom.b2c_agent, sn_bom.b2b_agent, sn_bom.adjuster, sn_bom.fnol_representative

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (Lists icon.).
    3. Open a card disputes service case.
    4. In the case, select the Interactions tab.
    5. In the Interactions list, select the interaction record you want to review.

    Result

    The interaction record is displayed with the interaction transcript.

    The interaction transcript shows the conversation history between Virtual Agent and the customer.