From which table are the agent chat entries related?

[Pratik13]

Hi,

Can someone please tell me which table is used in agent chat conversations?

Regards,

Pratik Randad

[Maik Skoddow]

On page https://docs.servicenow.com/bundle/paris-performance-analytics-and-reporting/page/administer/virtual... you can read:

Conversation [sys_cs_conversation]

Stores a record for each conversation on the instance. Each record includes the Conversation Task [sys_cs_conversation_task] and Conversation Message [sys_cs_message] related lists, which show all the topics run and associated messages presented in the conversation.

[Pratik13]

Hi Maik,

I also found the conversation messages in "live_message" table. When a agent sends a message from which table the message is taken from? 

Can you please help with this.

[Ankur Bawiskar]

Hi Pratik,

live_message -> holds the conversations agent has with the user

Agent would type the message.

Can you explain on this part -> When a agent sends a message from which table the message is taken from?

Please share screenshot

Regards
Ankur

[Pratik13]

Hi Ankur,

When a message is sent from user the message is stored in 'live_message' in the formatted_message field and from their it appears in the agent chat UI as shown below:

But when the agent sends a message I am not able to find from which table/field the UI screen takes the message from?