Remove Virtual Agent chat content after conversation ends

[AnetaR]

Hi,

We have a requirement from the business to remove chat content from Virtual Agent logs unless the chat is transformed into an HR Case.

Previous conversations should not be visible when the user opens the chat window.

Additionally, we need to remove the content of the conversation from the backend for data sensitivity purposes. On the interaction table it looks quite straightforward - the transcript field would need to be wiped. However, I can't really understand how to remove user's utterances from the sys_cs_conversation_task table. And how to make it conditional based on the chat outcome (ended or transformed into an HR Case).

I'm quite new to Virtual Agent so will be grateful for any guidance.

We use LLM.

[_Gaurav]

Hi @AnetaR 
Please navigate to this link https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1292861 

Please mark this as a solution and helpful if this resolves your query.

Thanks!

[AnetaR]

Hi Gaurav, thank you but it does not answer my question and the skip_history_load is already in the script.