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]

Like I mentioned, that's just how it works. There's no configuration option for this with Agent Chat and Employee Center or Service Portal.

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

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[Junyu]

Hi @Mark Roethof 

Still this question, I found that when you directly click on the element(buttons) on the portal to enter the subpage (such as ESC -> esc?id=kb_article&sys_id=638e4c50db20c110a8a4a02305961913), the conversational content of the virtual agent is not refreshed.

So I want to ask this question: Is it possible to click the link(button) on the Virtual Agent to achieve the effect of clicking the button on the portal (so that the VA will not be refreshed).

Thanks a lot.

[Mark Roethof]

Can you share an image perhaps? I don't know what you mean with "click on the element".

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

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[Junyu]

Sure,

We are in Home here, and I am going to click one article:

Then I found the VA will not be refreshed, but I jumped to this article:

[Mark Roethof]

Are you using Agent chat or an embedded widget to the header/footer? My first response was based on Agent chat.

Anyway if using Agent chat, when an other page is opened the Virtual Agent client is reloaded. If your conversation is halfway, the Virtual Agent client will resume from the same point. Though it will be reloaded.

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

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