Agent Chat Sessions Overview

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Certinia Account Team.

Each time you open an agent chat or the Veda page, a fresh chat session starts. You can also start a new chat session at any time by clicking New Chat, which clears the current conversation and keeps the selected agent. When you close the chat, your in-progress conversation ends, the agent selection clears, and the session is recorded for auditing. You can resume the conversation from the Veda page up to 30 days after it was last active.

You can refer back to something you discussed earlier in the same chat session, and the agent takes your earlier messages into account. When a conversation becomes very long, the agent summarizes the earliest messages and continues working from that summary. The summary keeps the key records, decisions, and constraints, but it might not keep every detail. A note below the agent's reply tells you when the agent has summarized earlier messages. If an earlier detail is important to your request, include it in your next message.

Note:

When you send a message from a Lightning record page, agent chat automatically includes the context of the record you are viewing. This enables the agent to understand references such as "this record" or "this project" without you re-stating the record name or ID. Specifying an ID prioritizes that ID over the current record context.