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July 4, 2025
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Live Agent chat - restrict shared interactions to Conversation ID

Related products:AI Assistant
  • July 4, 2025
  • 0 replies
  • 36 views

When a user is speaking with the AI Copilot, and then later in the conversation connects to a live agent, the chat content is sent to the live chat agent.

Current config (as stated here) allows to restrict the messages sent automatically to the Agent by the last X number of messages between bot and user only, remove URLs, and user utterances.

However, balancing the need for info vs for privacy and confidentiality concerns, the ideal solution would be to share only the content in scope of current Conversation ID.

Requesting this enhancement to the Live Agent functionality, so the chat being shared automatically with the Agent can be configured by number of messages, but also by current Conversation ID.