Virtual Agent Mobile - Clear history conversation
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‎09-21-2023 09:59 AM
Hello,
I configured the virtual agent on my instance and now I'm testing the VA in the Now Mobile application.
When I open the virtual agent bot on the mobile application, I can see the history of the previous conversation
So, how can I deleted the past history when I initiate the virtual agent??
Note:
I also changed the URL to include the skip history parameter... but it is not working
The mobile web screen record is associated to the Function Instance record
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HR Service Delivery
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HRSD
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Now Mobile
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‎09-21-2023 11:58 AM
can you try to include "/" before $sn-va-web-client
like this - /$sn-va-web-client-app.do?sysparm_nostack=true&sysparm_stack=no;
PaulSylo
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‎09-22-2023 02:23 AM
Hello Paul,
Thank your for your feedback.
Unfortunately it didn't work
Regards,
André
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‎09-24-2023 08:39 PM
Hi -
Is this the same behavior when you test in VA in the portal?
If so, try this below in the portal. if this works, try in Mobile browser, as well,
- check the Agent Chat configured for the Portal in the sp_agent_chat_config.list table and locate the portal chat
- When using this method, the VA that loads is in IFrame.
- It also has a Server Script that is used as a config.
- Modifying the script with the below config has resolved the issue:
(function($sp) {
return {
live_agent_queue: '1eb0f3631b35e91847e1eca6bd4bcbbe',
skip_load_history: true
};
})($sp);
Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1292861
PaulSylo
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‎09-25-2023 07:46 AM
Hi
We don't have the same behavior on the portal because we configured the agent chat to skip load history as you mentioned.
This is only happening on the mobile side. Just a note that if we open the mobile URL in the browser, it works well. (/$sn-va-web-client-app.do?sysparm_nostack=true&sysparm_stack=no)