Conversation transcript template

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The conversation transcript .txt file contains information used to troubleshoot individual conversations.

    Data element Description
    Conversation ID (sys_id) Unique identifier of the conversation, autogenerated by the Virtual Agent.
    Conversation Start Time Start time of the conversation.
    Channel Channel from which the conversation was initiated. For example, the Slack application, Microsoft Teams, and so on.
    User Name Name of the user who initiated the conversation.
    User Status Status of the user in the ServiceNow AI Platform® instance. For example, Active or Inactive.
    Bot Response Control that displays Virtual Agent responses in a conversation.
    User Input Control that prompts and captures information from the user in a conversation.
    Message Date and Time Timestamp of individual messages.
    FDIH logs Action or Subflow
    • Id: sys_id of the action or subflow.
    • Inputs: Input passed to the action or subflow.
    • Outputs: Output received from the action or subflow.
    Topic Block Name of the topic block defined in the current topic.
    • Id: sys_id of the topic block invoked.
    • Inputs: Input passed to the topic block.
    • Outputs: Output received from the topic block.