Why are chats which have only been handled by the Virtual Assistant not getting associated to a contact ID?
Oracle Service Cloud Virtual Assistant
Chats which are solely handled by the Virtual Assistant(never routed to a live agent) will not have a contact ID associated to them. In order for a contact ID to be associated to a chat, the chat workspace must open at which point the contact association is made. For chats which start with the Virtual Assistant and then are routed to a live agent, the contact association will be made once an agent accepts the chat.