Restrict Virtual Agent Bot Conversation Flow and History

[VENGADESHA]

Issue Summary:
Virtual Agent bots for SP and ESC portals are reflecting the same message when chatted simultaneously, and history is being shared between the two bots.

Steps to Reproduce:

1. Configure two Virtual Agent bots for SP and ESC portals with different branding and greetings.
2. Chat with one of the Virtual Agent bots on its respective portal.
3. Simultaneously, open the VA on other portal.
4. Observe that the same message is reflected in both bot conversations.

Issue Details:

We have two Virtual Agent bots configured for SP and ESC portals, each with its own branding and greetings. However, when we chat with one bot, the same message is reflected in the other bot's conversation, even though they are on different portals.

Additionally, we initially had an issue with the history of one bot's responses being visible in the other bot's conversation. To address this, we enabled the "Skip Load History" property to "true" for the ESC portal. However, as per client requirements, they need to retain the history in SP portal.

Does Anyone face this issue before? 

[Mannapuram]

Hello Vengadesha,

You can separate the bots basing on their brading keys.

When two bots are created with different branding, their branding_keys are also different (you can find banding_key next to branding name). You can map branding_key to corresponding to Service portal in their "Service Portal Agent Chat Configuration" (All-> Service Portal -> Agent Chat -> Select the Portal (like SP)). At this location, in the Server Script field, add an extra line as 

branding_key: "Branding Key name of the Bot you want to map" (Don't forget to add a comma to the before line).

I have attached a screen shot with the highlights. 

[Lynda1]

My understanding is that if you have one Virtual Agent available, you can make different looks and feel entry points for different pages like you have done. However, it is still using the same Virtual Agent exactly how you described.

I attempted what you are trying to do and there are system messages that tell you, it is the same Virtual Agent.

[Eric Merkle]

Depending on if you are using NLU VA or Now Assist VA some pretty large changes are happening with this configurations . Now Assist Va now has the concepts of Assistants which those configurations align to a portal and/or channels  . you can have more than on assistant aligned to different portals with different setup topics, branding etc. without any complex ordering or logic