Using skip load history and load active only parameters for cross-portal experience

Hi Victor, we have multiple portals and have been using 'skip load history' to ensure that conversations are separated between them.  When we have this enabled, there is a poor user experience in some situations like a chat containing a link to an HR case.  if the chat user clicks the link to open the HR Case, a new tab opens for the case and the chat session resets back to the start greeting in the new tab, and ends in the original tab.  the load_active_only parameter does not seem to affect this as we need to keep the 'skip load history' = true.  any thoughts on how to improve this user experience in our situation?

Hi @Victor Chen. I'm facing similar issue as Michael. In addition, in the scenario when you open case from link, VA attach both interactions (initial conversation + new tab conversation) to HR Case. Is there any way to prevent it or is there any plan to change this behavior in the future releases? 

@Mike Stout & @grzegorz_wrobel - Did you manage to find a solution for this behavior?

Has anyone found a solution for this.  We are having the same issue when a link is clicked in the Chat window say for an Incident, a new tab opens with the details of the Incident and the Chat starts all over again.  Now there are 2 tabs with a Chat open.

Hi, I'm unsure if this issue is resolved yet, but in the Vancouver release we have a new way to separate conversations between portals without relying on the skip_load_history property. Please see: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/task/...

Hi, @Victor Chen 

I have a same use case to skip load history but in Engagement messenger which also embed a portable virtual agent client however Context we're injecting context load parameters in a different way as per Engagement messenger Docs, I tried to pass skip_load_history:true in both FeatureContext and 'param' object but it doesn't not like it. Do you have any recommendation on this please ?

I've tried to pass under both 'param' object and direct 'chatFeatureConext" as highlighted in Red. Engagement messenger custom feature code :

SN_CSM_EC.init({
moduleID:
"https://<instance_name>.service-now.com/#<module_id>",
loadFeature: chatFeatureContext(),
});
function chatFeatureContext(){
return {
feature: "CHAT",

load_active_only:true,
openOnLoad: false,
params: {
"language": "en",

"load_active_only": true,
"sysparm_queue" : "e25bf62d1b64b554bcc075939b4bcb13",
"sysparm_description":"long test description",
"sysparm_chat_endpoint":"customer_portal"
}
}
}

Nevermind, just missed 'sysparm'. It worked in EM as below if anyone else is looking for same :

SN_CSM_EC.init({
moduleID:
"https://<instance_name>.service-now.com/#<module_id>",
loadFeature: chatFeatureContext(),
});
function chatFeatureContext(){
return {
feature: "CHAT",

openOnLoad: false,
params: {
"language": "en",

"sysparm_load_active_only": true,
"sysparm_queue" : "e25bf62d1b64b554bcc075939b4bcb13",
"sysparm_description":"long test description",
"sysparm_chat_endpoint":"customer_portal"
}
}
}

@Community Alums - In Utah, we were able to use both "skip_load_history" and "load_active_only" in Service Portal Agent Chat Configuration.

Please note that - at least in our experience - Service Portal Agent Chat Configuration will cause the chat window to appear across all pages of the portal it is assigned to. If you use "skip_load_history" and try to navigate to another page on the portal while chatting, it will close your current conversation and start a new one on the new page.

The challenge that "skip_load_history"  loads a new conversation when a new window is open (for example,when you click the link on a KB article and it opens in a new tab) is actually the result of URL Navigations.

**There is a flag as of Vancounver in Conversational Interfaces to allow multiple conversations, so perhaps this plus "Load_active_only" might be a good combination - I haven't tested it yet.** 

Anyway, URL Navigations identifies what should happen when you click on a link in the chatbot.

If you navigate to a page in a portal with chat activated, it will launch window and a new chat. If you navigate to a page where chat is not activated (like displaying the KB article or opening the catalog item in a popup), the new window opens with no chat.  You still have the original window/tab open and the chat remains active, while you can review and request and then close that non-chat window. 

I documented my workaround here: https://www.servicenow.com/community/virtual-agent-nlu-forum/va-should-not-start-conversation-in-red...

Hope that helps @Kenn Denn , @Mike Stout , @Diana27 , @Azim3 @Community Alums 

I created an engagement messenger module and integrated the virtual agent into it. When I add the embed code of the engagement messenger, I included skip_load_history in the context. However, the complete history is still being shown. Can someone help me with this?

<script>
SN_CSM_EC.init({
moduleID: "https://instance.service-now.com/#d8574ecd4727a210d09a68be436d43c7",
  loadFeature: SN_CSM_EC.loadEMFeature(),
  context: {
      skip_load_history: 1 
    },
});
</script>

I created an engagement messenger module and integrated the virtual agent into it. When I add the embed code of the engagement messenger, I included skip_load_history in the context. However, the complete history is still being shown. Can someone help me with this?

<script>
SN_CSM_EC.init({
moduleID: "https://instance.service-now.com/#d8574ecd4727a210d09a68be436d43c7",
  loadFeature: SN_CSM_EC.loadEMFeature(),
  context: {
      skip_load_history: 1 
    },
});
</script>