Virtual Agent - Basic architecture and ACLsSummaryPlugin - Glide Virtual Agent Warning: Please do not modify out-of-box system topics. If these are modified, they might have compatibility issues once the instance is upgraded.When the out-of-box topics are upgraded by ServiceNow they will get skipped as they have been modified by the user. This might result in Virtual Agent not starting or working as expected. Virtual Agent Conversations are stored in 2 different tables. sys_cs_message: holds every chat message, irrespective of the conversation ID number.sys_cs_conversation: holds the conversation ID number and has a related list of Conversation Messages which will store the individual messages. Read Access to: The sys_cs_message and sys_cs_conversation tables are provided to users with the following roles - interaction_agent/interaction_admin, admin & virtual_agent_admin. You can find these ACLs in your instance. /nav_to.do?uri=sys_security_acl.do?sys_id=eb0be6cfc30713009cbbdccdf3d3ae00/nav_to.do?uri=sys_security_acl.do?sys_id=13a8f31c1bfbc010f2a8dc61ab4bcb82/nav_to.do?uri=sys_security_acl.do?sys_id=c1d8447cdb2c0010a445fd441d96191e/nav_to.do?uri=sys_security_acl.do?sys_id=6134bfb3b70123007d70702e7e11a911/nav_to.do?uri=sys_security_acl.do?sys_id=1aa8ffd81bfbc010f2a8dc61ab4bcbd8 Write Access to: sys_cs_message & sys_cs_conversation tables are only provided to 'maint' users (ServiceNow Personnel). You can find these ACLs below in your instance. /nav_to.do?uri=sys_security_acl.do?sys_id=aba8f31c1bfbc010f2a8dc61ab4bcb88/nav_to.do?uri=sys_security_acl.do?sys_id=92a8ffd81bfbc010f2a8dc61ab4bcbdfRelated LinksConversation (sys_cs_conversation) stores a record for each conversation.Topic (sys_cb_topic) contains the records for each of the topics in the instance.Topic (sys_cs_topic) stores a particular run time of the topic in sys_cb_topic with a user.Conversation Task (sys_cs_conversation_task) has an entry for every conversation task. Product Documentation to refer to: Virtual Agent conversation settingsCustomer Service Virtual Agent conversationsITSM Virtual Agent conversationsGet help using virtual agent conversationsInstall Virtual Agent integrations for enterprise messaging apps (Slack, Microsoft Teams, and Workplace by Facebook) Community Links to refer to: Virtual agent chat historyVirtual Agent - Changing the bot appearanceVirtual Agent feedback and conversation historyIs there a way to extract all Virtual Agent conversations/nodes easily? However, if the OOB system topics have been customized, and the VA plugin is not working after the upgrade, please follow the below steps to repair the plugin: Click on Repair the pluginCreate a new update set and make it currentOpen the sys_upgrade_history_log record for the plugin repairGo through the Skipped Changes to Review list and open each recordFor each record, open the Resolve Conflicts buttonIf you don’t see any differences you want to keep, click the Revert to Base Version button Repeat this for all skipped changes Complete the update set