Skip History in virtual agent

[dande Anusha]

Hi

we are seperating the topics based on different portals based on the condition as portal is "sp/esc", but if same user is opened one portal and then the second portal, user is able to see the history from one portal to other portal even that topic  is restricted to that perticular topic

Any one can help to remove load history from one portal to other portal (this is happening when same user is logged into the different portal (sp/esc)

Thanks

Anusha

[Ishaan Shoor · Accepted solution]

Hi @dande Anusha  ,

Skip previous message history

By default when a new conversation is started, the previous message history (up to a month) will be loaded. It is possible to disable this behavior and start a new conversation without the previous message history. Depending on how you implemented the Virtual Agent web client on your instance, you would need to add a parameter to the applicable Service Portal Agent Chat Configuration record, or add it to the URL parameters of the (legacy) Service Portal widget. Both methods do work slightly differently.

Service Portal Agent Chat Configuration

If you are using Service Portal Agent Chat Configuration, open the applicable Service Portal Agent Chat Configuration record. Within the Server Script you would need to add "skip_load_history: true" to skip the previous message history being loaded.

For example:

(function($sp) {

    return = {
        skip_load_history: true
    };

})($sp);

More details here: https://www.servicenow.com/community/virtual-agent-nlu-articles/skip-previous-message-history-in-vir...