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Submit a dispute case with Disputes intake via Virtual Agent › Use generative AI › Now Assist for FSO › Financial Services Operations \(FSO\)
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Review a customer interaction with Disputes intake via Virtual Agent

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 (

Image omitted: inline-data-vis-list.png
Lists icon.\).

  1. Open a card disputes service case.

  2. In the case, select the Interactions tab.

  3. In the Interactions list, select the interaction record you want to review.

Result

The interaction record is displayed with the interaction transcript.

Image omitted: disputes-va-transcript.png
The interaction transcript shows the conversation history between Virtual Agent and the customer.

Parent Topic:Submit a dispute case with Disputes intake via Virtual Agent