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Passing Only Part of Conversation History to Live Agent (Doc ID 2596458.1)

Last updated on DECEMBER 12, 2019

Applies to:

Oracle Digital Assistant - Version 19.1.5 and later
Information in this document applies to any platform.

Goal

An Intelligent bot has been implemented and at some point the conversation is passed to a live agent. The box to send the conversation history has been activated. At that point, the agent receives the entire history of the conversation.
Once the conversation with the live agent ends, if the client continues the conversation inside the bot and again requests to pass to a live agent, the conversation history received by the second agent contains absolutely all the whole conversation and not only the part since it returned from chatting with the first agent.

Is it possible to control this? That is, if in the same conversation with the Bot, a client chats more than once with a live agent, only part of the conversation is sent and not all from the beginning?
 

Solution

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