How to restrict the conversation history on Virtual Agent based on the portal(IT/HR)?

[Sunit Amin]

Conversation history of IT portal should not be visible on HR Portal(ESC) and vice versa.

I know we can restrict the Topics from being available on any portal but how to restrict ongoing conversation and conversation history from appearing on another portal.

[Kamer Taj]

Hi Sunit,

Even we have faced the similar issue like once we open HR and IT portal in different different windows and initiate a chat then we can see IT chat history in HR chat and vice versa.This we informed to servicenow team two years before,.They said its a bug and they will resolve in future releases. 

[Victor Chen]

You can use 'skip_load_history = true' or 'load_active_only = true' properties in the portal configuration to remove conversation history when loading VA in another page (you don't need to use both.)

Load_active_only is a new sysparm in San Diego, and it continues an existing conversation without loading past conversations. 

[kumaar]

How to navigate till skip load history or load active only..?

[Denny6]

Hi, 

as Victor mentioned you should add one or the other parameter. And the place to do so can easy be found with Victors tip.

Check the following community post, where it is perfectly described: 

https://www.servicenow.com/community/virtual-agent-nlu-articles/using-skip-load-history-and-load-act...

ServiceNow Navigation Path: All > Service Portal > Agent Chat

If this answer your question please mark as helpful.

Thank you.