How to segregate VA chat history across multiple portals for a same user in a MSP instance ?

[mkmphasis]

Hi everyone,

I'm working on an MSP instance of Servicenow where I have two portals under the same domain.

• Both portals have virtual agent (VA) enabled for Live Agent Chat.
• Chats are routed to different teams depending on which portal the end user is logged in.

The issue I'm facing is that when the same user switches between the portals, the VA Chat history/context from the previous portal is visible on the other portal as well.

Q: is there a way to restrict/segregate the VA history/context per portal so that users only see conversations relevant to the current portal they have logged in ?

I have already tried configuring skip_load_history=true on the chat config for full segregation, but the caveat is that every time user refreshes or reopens the current portal logged in, user losses all the history on that VA chat, which is sometimes annoying to end users.

[ifti122]

Hi @mkmphasis ,

The behavior you’re seeing is expected. Virtual Agent conversation history is tied to the user’s profile, not the specific portal, which is why it appears across both.

There is no out-of-the-box setting to segregate history by portal. The skip_load_history=true configuration disables history entirely, but as you noted, it also removes conversations after a page refresh, which can be disruptive for end users.

If portal-specific segregation is required, it would need a custom solution. One approach is to create a table to store portal-specific chat history and update the Virtual Agent widget to fetch history from that table. This way, you can control which conversations appear per portal.

For reference, here’s the Virtual Agent documentation.

Thanks & Regards,
Muhammad Iftikhar
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