Virtual Agent loads by default, when I go through the link of catalog item that VA provides

[Rohan Verma]

Can anyone help with Virtual Agent issue. Through an existing chat if we click on the link to Create incident or Knowledge etc and when it takes to the new form, chat window is Open by default. This is not an OOTB behaviour, though we are using OOTB VA.

[Muralidharan BS]

Hi Rohan, 

This is an OOB behaviour, I click on one of the cat items and it took me to the screen with the VA window open. 

One way around this is you can use the Virtual Agent widget on the specific portal page instead of using Agent chat. Agent chat will be visible on all the portal pages but the VA widget will stick to a specific page. 

[Rohan Verma]

Hi Murali

I'm also using skip_load_history in the agent chat configuration, so how can i delete history if I used the widget only to homepage?

[Muralidharan BS · Accepted solution]

If you use the widget then you have the instance options to configure the load history. Your param would be - sysparm_skip_load_history=true

This would open only in that specific page, 

Also, you make sure to turn off the agent chat becz the agent chat portal config will take precedence over this. 

Thanks