Live Chat with Agent - Record of Conversation

[Junyu]

Dear all,

We are working on  Live Agent and have some questions about it in San-Diego instance:

1. How to set up "live agent" in Virtual Agent? Could you show me some tutorials about it?

2. How do a user and an agent get the conversational logs (user interaction with real people)? How will they be recorded?

3. How to get the Virtual Agent conversation logs(user interaction with chatbots instead of real people)?

Thanks for your answer!

[AnubhavRitolia · Accepted solution]

Hi @Junyu 

Please find my comments below:

1. How to setup Live agent chat in Virtual agent - https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/live-agent/task/configure...

2. When the Agent create Ticket from that live agent chat, all the conversation happened are stored in the work notes/comments section of the ticket. 

3. All conversations and messages are stored in the Conversation table [sys_cs_conversation] and Conversation Messages table [sys_cs_message].

[Junyu]

Thanks for your answer!

Can you show me the difference between the Conversation table [sys_cs_conversation] and Conversation Messages table [sys_cs_message]?

[AnubhavRitolia]

Hi @Junyu 

For every conversation between VA and end user, there will be one conversation record created. In that conversation you can see related list where all messages between them is stored. 

[Junyu]

Hi @AnubhavRitolia 

I just found a table named [interaction]. And in transaction it stored Virtual Agent & Agent Chat information.

Does this mean that if I want to see the live agent/virtual agent's chat history, I should go to the table [interaction]?