For the Vancouver release: we now provide new tools to separate your conversations between multiple portals for an improved user experience. See the documentation for setting "portal consumer contexts" here: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/task/...

When you have multiple web portals with Virtual Agent, you sometimes want conversations in one portal to not resume in another portal. You can do this by using the skip_load_history parameter in your Virtual Agent. This provides a cleaner experience for users on multiple web portals who want to start a new conversation in each portal and without a lengthy past conversation thread visible. Alternatively, you can both clear past chat history but still 'resume' the current conversation in another portal with the load_active_only parameter.

Parameter behavior:

• If skip_load_history = true - past conversation is cleared, and new conversation starts in the other portal.
• if load_active_only = true - past conversation is cleared, but the current conversation is still loaded.
• if both = true, then skip_load_history takes precedence and a new conversation is loaded in the other portal.
• These parameters do not apply to Teams/Slack/mobile. Conversations in these channels are completely separate from web conversations. It is currently not possible to 'resume' conversations between web and these channels. This is being addressed on our roadmap; safe harbor applies.

How you can apply the parameters:

• In Service Portal Agent Chat Configuration record.

var configObj = {
        skip_load_history : true,
        load_active_only: true
    };​

https://$sn-va-web-client-app.do?sysparm_load_active_only=true

• In the portable VA web client for external sites:

const chat = new ServiceNowChat({
    instance: 'https://site1.mycompany.com',
    context: {
        skip_load_history: 1
    },
});

Note: the Tokyo feature Language Detection for Virtual Agent (often combined with Dynamic Translation) does not work with skip load history = true. Combining these features may cause your conversation to end abruptly. We are actively addressing this in our roadmap; safe harbor applies.