question Live Chat with Agent - Record of Conversation in Agent Chat, Routing, and Sidebar forum

Live Chat with Agent - Record of Conversation

Junyu — Mon, 05 Dec 2022 01:49:01 GMT

Dear all,

We are working on Live Agent and have some questions about it in San-Diego instance:

1. How to set up "live agent" in Virtual Agent? Could you show me some tutorials about it?

2. How do a user and an agent get the conversational logs (user interaction with real people)? How will they be recorded?

3. How to get the Virtual Agent conversation logs(user interaction with chatbots instead of real people)?

Thanks for your answer!

Re: Live Chat with Agent - Record of Conversation

anubhavritolia — Mon, 05 Dec 2022 03:25:21 GMT

Hi @Junyu

Please find my comments below:

1. How to setup Live agent chat in Virtual agent - https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/live-agent/task/configure-live-agent.html

2. When the Agent create Ticket from that live agent chat, all the conversation happened are stored in the work notes/comments section of the ticket.

3. All conversations and messages are stored in the Conversation table [sys_cs_conversation] and Conversation Messages table [sys_cs_message].

Re: Live Chat with Agent - Record of Conversation

Junyu — Mon, 05 Dec 2022 05:41:07 GMT

Thanks for your answer!

Can you show me the difference between the Conversation table [sys_cs_conversation] and Conversation Messages table [sys_cs_message]?

Re: Live Chat with Agent - Record of Conversation

anubhavritolia — Mon, 05 Dec 2022 10:54:09 GMT

Hi @Junyu

For every conversation between VA and end user, there will be one conversation record created. In that conversation you can see related list where all messages between them is stored.

Re: Live Chat with Agent - Record of Conversation

Junyu — Tue, 06 Dec 2022 01:22:51 GMT

Hi @anubhavritolia

I just found a table named [interaction]. And in transaction it stored Virtual Agent & Agent Chat information.

Does this mean that if I want to see the live agent/virtual agent's chat history, I should go to the table [interaction]?

Re: Live Chat with Agent - Record of Conversation

DharmeshK — Wed, 14 Aug 2024 12:57:59 GMT

Can you tell me how the sys_cs_conversation record is created, is there any ootb script for this? In my case this record is not getting generated when end user is chatting with agent