Separate Interaction history between portals

[Joe B2]

We currently have Virtual Agent setup and working on our portal as an embedded widget in the footer and also a clickable tile on our home screen. This uses the $sn-va-web-client-app.do page and works as expected. We have conversation history turned on and the URL also passes some other variables along with the branding.

As part of a new project we are splitting our portals between functions (IT/Finance in one and another for HR) however we will have some users that utilise both portals and can swap between the 2. I currently have 2 issues with this:

1. If a user starts a conversation in one, then transfers to the other portal and re-clicks the VA icon the conversation picks up where it left off.
2. The window will show the conversation history for items from both portals. For example, if they last had an IT conversation they would see this in the history even in the HR portal

Since you cannot edit the $sn-va-web-client-app.do page I cannot see a way to add some additional conditions to what interaction history to show. The only solution I can think of currently is:

1. Turn off conversation history
2. Have any in progress conversations be terminated if the user transfers between portals. I could likely have this triggered on the header load.

The above would work but would result in a potentially negative experience for the user.

Is anyone aware of a way to provide some context to the interaction so it only shows in the portal it originated from?

Thank you for any help you can provide. 

[Sowmya_M]

 Hi @Joe B2  Did you find a way to get this working?

[Joe B2 · Accepted solution]

Ultimately I decided to turn off the conversation history and enable the ability to download a transcript at the end of the chat.

I could find no way to show a selective history as, ultimately, it was all the same session.

[fengg]

Hi @Joe B2 The issue has been resolved by turning off the conversation history.

But If two portals are open, and while conversing in Portal A, you switch to Portal B for a conversation, Portal A automatically closes. How do you determine that the chat for A has ended?

[fengg]

Hi @Joe B2 The issue has been resolved by turning off the conversation history.
If two portals are open, and while conversing in Portal A, you switch to Portal B for a conversation, Portal A automatically closes. How do you determine that the chat for A has ended?