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How to create an incident ticket when the chat is routed to Virtual Assistant?

edited Jun 1, 2018 7:02PM in Communication Channels 1 comment

Content

Hi all,

I've set up and configured Virtual Assistant for my OSvC site following the documentation.
http://documentation.custhelp.com/euf/assets/devdocs/august2017/olh/Chat/topicrefs/c_Configuring_virtual_assistant_ac1233949.html?hl=virtual,assistant

And it works and I can see all the chat logs with answers coming from VA in the transcript.

Then I try to look for the incident tickets that should be created whenever the chat session starts. I couldn't find it everywhere in my incident report. However, if the customer input their feedback during the chat session with VA, the response will then result in creating an incident ticket.

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