Set a default NLU context value for multiple active conversations

Use consumer account context values to define where Virtual Agent messages are directed by default when using the multiple active conversations feature.

Before you begin

Define values for portal consumer contexts. For more information, see Set NLU portal consumer context values for multiple active conversations.

Configure context values that align Virtual Agent and your portals. See Configure Agent Chat in a portal for more information.

Role required: virtual_agent_admin or admin.

About this task

You can create as many context values as you need. One consumer account context must always be set to Yes to provide a default content area. The default acts as a fallback for the chat widget when the portal setup doesn’t include context. The default is also used as the context for mobile conversations, which only support one conversation at a time. Context values are stored in the Conversation Consumer Account Context [sys_cs_consumer_account_context] table. (The CS Consumer Account [sys_cs_consumer_account] table Installed with Virtual Agent shows whether third-party users in your instance have a context assigned to them.)

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 > Conversational Interfaces > Settings > Virtual Agent.
2. Under multiple active conversations, select View settings.
   Note:

   The delivered default value for consumer account contexts is sp.
3. Select New.
4. On the form, fill in the fields.

   Table 1. Consumer Account Contexts form

   Field	Description
   Name	Name of the context value (also used as reference in the backend).
   Short Description	Description for the context (displayed on the Conversational Interfaces card when the default value is shown).
   Is Default Consumer Account Context	Option to make this context value the default for your Virtual Agent conversations. Note: Only one consumer account context can be set as the default. Setting a new one as a default automatically resets the last context to False.

5. Select Save.

What to do next

Activate the multiple active conversations system. For more information, see Activate multiple active conversations in Virtual Agent.