Live Chat with Agent - Record of Conversation

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Junyu
Tera Contributor

‎12-04-2022 05:49 PM

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!

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AnubhavRitolia
Mega Sage
Mega Sage

‎12-04-2022 07:25 PM

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].

 

 

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.

Thanks
Anubhav Ritolia
ServiceNow Rising Star 2023
LinkedIn Profile 

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DharmeshK
Tera Contributor
In response to AnubhavRitolia

‎08-14-2024 05:57 AM

Can you tell me how the sys_cs_conversation record is created, is there any ootb script for this? In my case this record is not getting generated when end user is chatting with agent

 

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