Just refresh portal content not Virtual Agent conversation

[Junyu]

Dear all,

I have a question: 

I currently use SP portal. When I use Virtual Agent to redirect users to a Catalog Item page under SP portal, I hope the conversation of Virtual Agent will not be refreshed (The page is refreshed but the VA  won't be refreshed). What should I do?

Thanks a lot!

[Mark Roethof]

Hi there,

Can you explain what you exactly mean with "refreshed"?

My first response would be: With a page refresh, or opening a new page, also the Virtual Agent client will be refreshed. That's just how it works.

Though maybe you mean something different?

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Junyu]

Hi @Mark Roethof ,

In fact, we want to let VA as a guider: the user wants to check Logistics Services, and VA redirects him (Home) to the Logistics Services list interface that contains all related items (Home > ... > Services > Logistics Services)

During the redirection, the conversation of the VA will be refreshed (because the page is refreshed), I would like to know how to prevent the conversation of the VA from being refreshed, because the user may want to continue with the current conversation.

[Mark Roethof · Accepted solution]

Like I mentioned, that's just how it works.

I can imagine that you could work around this when creating a custom portal. Though with Agent Chat configuration and Service Portal or Employee Center, that's just how it works.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Junyu]

Hi @Mark Roethof ,

Do you know how to configure it (Agent chat/ custom portal/ anything else...) to achieve this function? In fact, I don't know if VA can implement this function, it would be great if there is.