Configure to support chat history in Virtual Agent API

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • You can now support your live agents to see chat history in their conversations with the primary bot.

    Avant de commencer

    Role required: admin

    Procédure

    1. Navigate to All, and then enter sys_cs_provider_application.list in the filter.
    2. Select the VA Bot to Bot Provider Application record to open it.
    3. In the Provider Channel Identity form, select the Provider Identity Properties related list and click New.
    4. On the Custom Adapter Property form, fill in the fields.
      Tableau 1. Custom Adapter Property form
      Field Description
      Name Name of the customer adapter property, such as store_history_as.
      Value Enter any one of the following inputs:
      • multi-text: The chat history will be displayed in individual messages.
      • text: The chat history will be displayed in a single block.
      • html: The chat history will be displayed in HTML.
      Description Enter an explanation for this property: The custom adapter property to display the chat history between the primary bot and the end user with enhancements.
    5. Click Submit.