Resuming Past Conversations on the Veda Page

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.

The Veda page includes a side panel that lists your last 100 conversations with any agent. The side panel lists the conversations in order of when they were last active, with the most recent at the top, and highlights the open conversation. Each conversation shows your first message, along with when the conversation was last active: the time if it was today, or the date if it was earlier. When you send the first message in a new conversation, it appears in the list.

You can open a past conversation and continue it where you left off, provided that it was last active within the last 30 days. A conversation that was last active more than 30 days ago is read-only.

To resume a past conversation:

  1. To open the page, do one of the following:

    • From the App Launcher, go to the Veda tab.
    • From the chat container, click Open App View.
  2. From the side panel, find the conversation you want. If the side panel is collapsed, click Expand side panel first. To find a conversation by its content, see Searching Past Conversations on the Veda Page.
  3. Click the conversation. The conversation opens, and a divider below the last message shows when the conversation was last active.
  4. [Optional] To review the steps that the agent took, click Show on the summary above a response.
  5. Send a message to continue the conversation. If the conversation has been inactive for 30 minutes or more, "Picking the conversation back up…" displays while the agent restores it.

A resumed conversation describes the records as they were when you last worked with them, and they might have changed since. After 30 minutes or more of inactivity, the agent is instructed to look up a record again before it tells you the record's current values. If your next step depends on a value from earlier in the conversation, ask the agent to check the record again.

If a conversation was last active more than 30 days ago, it opens in read-only mode and you cannot continue it. To carry on with the work, click Start New Chat.

To remove a conversation that you no longer need, see Removing Past Conversations on the Veda Page.