Set NLU portal consumer context values for multiple active conversations

Use context values to determine which portals receive certain messages and notifications for users in that portal.

Before you begin

Activate Virtual Agent. For more information, see Activate Virtual Agent.

Configure your Agent Chat system for your portal or portals. See Configure Agent Chat in a portal for more information.

Role required: virtual_agent_admin or admin

About this task

With consumer context added to a portal configuration, that portal acts as context for multiple active conversations with Virtual Agent.

Note:

These instructions are for configuring Natural Language Understanding (NLU) conversations. Large Language Model (LLM) conversations are configured for multiple active conversations based on portals, with no configuration necessary.

Procedure

1. Navigate to All > Service Portal > Agent Chat.
2. Select the Agent Chat Configuration for which you want to set the context value.
3. In the Server Script window, add the line consumer_account_context: 'VALUE', replacing VALUE with your desired consumer account context.

   Figure 1. Server script example

   

   Note:

   The syntax of the account context line depends on how the configuration is set up. For example, some configurations use an equal sign versus a colon. In the case of the esc context, there are also two relevant chat configurations.

   Values that are defined or created in a script aren’t displayed to an admin as a selection for use elsewhere in the system.

4. Select Update.

What to do next

Set a default context for your conversations. See Set a default NLU context value for multiple active conversations for more information.