Clear Virtual Agent Conversations

[kurtbell1]

Is there a way to clear conversation history from the Virtual Agent?  I can see there are Conversation / Conversation Message tables but I dont want to start deleting records out of those until I'm sure there's not a "real" way to do this. 

Thanks!

[siva_]

Hello Kurtbell, 

If you want to clear the chat history on every load of the portal page you can create an instance option as shown below 

The Instance option configuration will be as follows: 

Hope this helps.

Mark this response as correct if that really helps 

Thanks,

Siva

[Mark Roethof]

Hi there,

If my answer helped you in any way, please then mark it as helpful.

Please mark this answer as correct if it solves your problem. This will help others who are looking for a similar solution.
Thanks.

Kind regards,
Mark

[Pooja58]

Hi Shiva,

To load without previous chat history, I have created iFrame with below configuration. But its not working as expected.

<iframe id="sn_va_web_client"
src="https://dev68618.service-now.com/$sn_va_web_client_app.do?sysparm_skip_load_history=true/">
</iframe>

Can you please tell me that where I can create this instance as you shown in above pic? 

waiting for your reply.

Regards,

Pooja

[Loic1]

In Rome, this is easily done with the Agent Chat Configuration:

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/live-agent/task/configure-virtual-agent-for-sp.html

To answer OP, in this case add skip_load_history: 'true' to your portal configuration and the chat history won't be loaded.

[Nayan Mahato]

Resolution
- check the Agent Chat configured for the Portal in sp_agent_chat_config table and locate for the portal in question.
- When using this method, the VA that loads is in IFrame.
- It also has a Server Script that uses as a config.
- Modifying the script with below config has resolved the issue:

- add the extra param : skip_load_history: true , to resolve the issue.

**************************************

(function($sp) {
return {
live_agent_queue: '1eb0f3631b35e91847e1eca6bd4bcbbe',
skip_load_history: true
};
})($sp);