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Virtual Assistant chats do not have a contact ID associated
Answer ID 11290   |   Last Review Date 12/17/2019

Why are chats which have only been handled by the Virtual Assistant not getting associated to a contact ID?

Environment:

Oracle Service Cloud Virtual Assistant

Resolution:

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. 

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