VA should not start conversation in redirected portal.

[Ganesh65]

we currently use employee portal. When I use Virtual Agent to redirect users to a Catlog Item /request page under employee portal, then it will open in next tab with respective record but at the same time in the new conversation starts again. And previous conversations on original tab ends.

I want link should open tab with relevant record, but Virtual agent should not start new conversation so that user can switch to previous tab and continue their conversation.

How can we achieve this? 

[Tricia Cornish]

@Ganesh65 
When you click a link from the chatbot, the url is structured from the URL Navigation settings in Conversational Interfaces (docs: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/conversational-inte...)

In my example, I have 2 options/{{portal}}?.... and /{{nesc}}..... as I was figuring this out.
First Option: The {{portal}} will choose the portal you are on. This launches a new page in your portal, and looks to Service Portal >Agent Chat for configuration requirements. Because my current portal has chat activated, when I open a portal page, the chatbot appears according to these settings. 
I can set configuration settings within my agent chat so that previous chat messages don't display (skip_load_history), I can disable audio notifications, set branding, and load the current conversation (load_active_only).

When I test a KB article, with URL navigation set to retrieve my portal with ^^ agent chat configuration settings, I get this: 

not bad, but I have a chat bot in the corner and that can be confusing. 

2nd Option: /{{nesc}....I created a custom portal page that does not have any chat configuration. 
When I click on a link where this is part of the URL navigation (like the task record mapping), and I click on a ticket from the Check Ticket Status topic: 

my mapping is this and there is no chat bot in the lower right corner: 

Hope that gives you some ideas! 

[Ganesh65]

thanks Tricia ,

problem is partially solved. load_active_only done most of the work . But only concern is in redirected URL, VA opens automatically . how to stop VA to open , we can have VA there but should not open.

Thanks 

[Tricia Cornish]

Hi @Ganesh65  - load_active_only will bring forward the current conversation. That is functioning as designed. I would prefer not have VA at all, so I used the 2nd option (documented above) update the navigation mapping with a portal that does not have VA activated (I used /nesc).