Remove chat history after logout.

[si21]

Hi experts,

How can we remove VA chat history after the user logs out. Whenever user logs back in they should not see previous conversation.

Currently, I have tried below code but this is clearing chat whenever page is refreshed, or when user clicks on knowledge article or catalog item in VA, it opens in a new window and chat gets cleared. This is not solving our requirement.

<widget id="sn-va-sp-widget" options='{"va_url_params":"sysparm_skip_load_history=true&sysparm_disable_audio_notifications=true"}'></widget>

Please provide an alternative approach to follow. TIA

[SatyakiBose]

Hi @si21 

This is something which should never be tried or applied.

sysparm_skip_load_history=true will only hide the chat transcript, from viewing.

The actual chat history or transcript still remains.

What you are saying is to delete the chat history after the user logs out.

Well for this, you need to remove entries from these table:

• interaction
• interaction_log
• sys_cs_conversation_task
• sys_cs_conversation
• sys_cs_message
  

Once the data from these tables are deleted, only then user will not be able to see previous chat history.

Please move ahead with caution as it includes data deletion.

OOB there is no other way to hide chat conversation transcript.

[Mark Roethof · Accepted solution]

Hi there,

Instead of skip_load_history, you could try the newer load_active_only.

• If skip_load_history = true - past conversation is cleared, and new conversation starts in the other portal.
• if load_active_only = true - past conversation is cleared, but the current conversation is still loaded.
• if both = true, then skip_load_history takes precedence and a new conversation is loaded in the other portal.

Kind regards,
Mark

[si21]

Hi @Mark Roethof , 'load_active_only = true' is working fine when clicked on Kb links but when case is created in VA and user clicks on case number and it opens in a new tab then current conversation getting cleared.  Could you please let me know how to fix this.

.

 

[si21]

Thanks Mark,  load_active_only = true  worked for me.