Does Virtual agent conversation with user gets stored somewhere?

[Aanchal Mehndi1]

Hi All,

We are planning to Implement Virtual agent, just wondering if Virtual agent conversation with user stores somewhere in the system.

I found one table "sys_cs_conversation", but being the system admin as well, I am unable to view any record in that table.

Neither I was able to see scripts like Business rule, ACLS on that table.

[Ankit P]

Hi Aanchal,

Did you try live_message table?

Mark correct or helpful if that works.

[wenx_]

Hi Aanchal, try "sys_cs_message".  I'm not sure what business rules you are looking for.  VA topics are defined in "sys_cb_conversation".

Wen

[igeekforyou]

Had the same question from a customer of mine, so I loaded up my PDI, installed Virtual Agent and watched the logs. Here is where conversations are stored:

• sys_cs_conversation
• sys_cs_message

One thing to keep in mind is that the read/write ACLs are locked to "maint" OOB. Therefore, you would either have to have "Admin" override boolean checked as true or a new ACL added to the allow list. What will be interesting is what it would take to make this information consumable for a customer. 

Best!

Jeremy Duncan

Please mark as helpful if this message helps. 

[wenx_]

Virtual Agent supports smooth transfer to live agent either at user's request or design of the conversation flow when issues need a human agent's attention.  When the transfer happens, all conversation log the user has had with the bot is handed over for a live agent to review so to continue the conversation where it is left off.