Virtual agent chat history

[Amit45]

Hi, 

I want to know what is the retain policy of virtual chat conversation history. 

It's showing 'loading history' but for how much period its actually stores the conversation and is their any way to change this setting. 

Please advise. 

[Mark Roethof]

Hi there,

All conversations and messages are stored in the Conversation table [sys_cs_conversation] and Conversation Messages table [sys_cs_message]. There is no archiving or something on these tables. Out-of-the-box these tables are ACL protected.

If you don't want the history of previous chats opening up, you can disable this. Have a look at this article:
https://community.servicenow.com/community?id=community_article&sys_id=8bbd6a92dbd8ffc42be0a851ca961...

(it concerns the part with $sn-va-web-client-app.do?sysparm_skip_load_history=true)

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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LinkedIn

[Amit45]

Thanks Mark for the information. 

But my question is bit different, i want to know that till what date history will be shown in VA chat window. Is there any duration like it will show the history till 1 month or 1 year. 

[Mark Roethof · Accepted solution]

Ah oke.

Never seen that documented anywhere. Though, reproducing it in my instance: history shows up to 1 month.

Kind regards,
Mark

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LinkedIn

[Amit45]

Thanks Mark. 

One more question, is there any limit for concurrent chat sessions for Live Agent. for e.g. If there are 25 request, live agent can accept all of them or there is some limit.