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SAP CAI Webchat - How to clear a conversation?

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Hi,

The chatbot is well integrated in an existing website but when I close and re-open the webchat, the previous conversation is always here (even after few minutes...).

It's really annoying, how can I specify to clear the conversation and restart a new one every time the user open/close the webchat?

PS: I don't know if this feature is related but I selected never for conversation storage in the webchat configuration (see below)

Thank you in advance for your help

Best,

Joey

GabiBuchner
Product and Topic Expert
Product and Topic Expert
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Hi Joey,

I had the same issue yesterday. I cleared the browser history, then it worked alright.

HTH, best, Gabi

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Thanks Gabriele for your quick answer!

Ok that's a good workaround but... we can't ask to users to clear their browser history (and cookies) everytime they played a conversation with the bot 😞

Is there another solution? Maybe through by editing the webchat script itself? Someone found another trick? 🙏

Joey

Dan_Wroblewski
Developer Advocate
Developer Advocate

joey.bronner If you have the answer you need, feel free to approve the answer.

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it's done

Accepted Solutions (1)

Accepted Solutions (1)

Dan_Wroblewski
Developer Advocate
Developer Advocate

In the global settings where you define your webchat channel, you can specify not to save the conversation (the default is 12 hours). If you save to not save, the user opens a new browser or refresh the page, the old conversation is removed.

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Thanks Daniel, that's what I've done but it still doesn't work, the conversation history is not cleared... (see below)

Is it a known issue on this particular feature "Conversation saved for"?

Dan_Wroblewski
Developer Advocate
Developer Advocate
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So you want even if the user does not refresh page or open new browser, but just closes the chat and keeps the browser window as is, that the conversation should disappear? The feature I described relates to opening the browser again.

Don't you think the user closes the chat window for a second he will not like that his whole conversation disappeared?

jyguyomarch
Advisor
Advisor

joey.bronner you might be the victim of a recent bug. Try switching the configuration to "Ever", Save, and switch back to "Not saved, then save your channel configuration again. Or create a new channel.

The behavior should be as daniel.wroblewski describes:

  • If the user simply closes the WebChat and reopens it, then the conversation is still visible
  • If the user closes the browser or refreshes the page, then the conversation is cleared

BR - Jean-Yves

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Thank you jean-yves.guyomarch, I will try this workaround!

I'm ok with the behavior daniel.wroblewski described, the conversation will only be cleared if the user refreshes the page or closes the brower that's ok for me. If the user only closes the chat for a few seconds (to see the webpage behind for example), the conversation must stay as it is.

The current state is that the conversation is never cleared, even after closing the page, refreshing it, etc...

Let's give a try to this solution and I will let you know, thank you !!

Answers (0)