Virtual agent tables, content and saves

[Jerome6]

Hi all,

I have a question about virtual agent tables. I do have access to these tables but (i am talking about sys_cs_conversation and sys_cs_message more precisely) is it normal that I do not have fields available on the form layout even if these tables obviously have fields that should be available. 

My second problem is more about the documentation and what I actually found in ServiceNow. On the documentation I found this description about sys_cs_message table: "Stores a record for each message in a conversation". By looking on the table I found no field that obviously return one message of a particular conversation (I have tested it with multiple field in background script and print them). So my question here is: does anyone know where I can find all messages of one conversation over virtual agent tables ?

Thank you,

Jérôme.

[rahulpandey]

Hi, This is definitely a problem, please create a hi ticket with service now.

[Deepak Ingale1]

These table data I is restricted only for "maint" role to see. ( ServiceNow HI support engineers )

You can check the ACLs on these tables ( i checked for sys_cs_conversation)

Please see below link by putting your instance name.

https://<yourInstance>.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=7977572d0f23130046f1...

Note : Please mark reply as correct if it answers your original question

[Jerome6]

Hi deepak,

I saw that and check the admin overide to be able to use it. But my problem for the messages content is still here. Cannot find a field that have this content like the doc says. 

[Nikhil Pardhe]

Hi Deepak,

we have a new requirement to integrate our own translation api into virtual agent. Basically we want to do language translation in virtual agent.

This is what we already accomplished in connect and queue chat. As you can see in below screenshot agent sends something in English and it get translated to user's(Abel tuter) default language which is German in this case.

In connect/queue chat we have written business rules to fetch the chat messages from live_message table and sent it to our Translation API for translation then whatever the response we receive from API will get stored into same table as formatted message column.

this is exactly what we want to do in virtual agent.

Does virtual agent conversation(user chats and bot response) with user gets store anywhere? So that I could write business rule to fetch the chat messages and sent it out to our translation API for translations.

I found out that the conversation is stored in sys_cs_message table as you can see in below screenshot. But it seems the message is encrypted.

Also, I have gone through Virtual agent localization docs but it wasn't much helpful . https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtu...

any help would be much appreciated!!!!!

Many thanks!!!!

Regards,

Nikhil