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When you return to a case that you worked on previously, Service Agent automatically restores your most recent Service Agent conversation for that case. This behavior lets you continue where you left off without re-entering context or repeating previous questions.
How previous conversations are restored
Each time you open Service Agent while a case is active, it checks whether a previous Service Agent conversation exists for that case.
- If a previous Service Agent conversation exists, Service Agent automatically restores it in the Copilot pane.
- If no previous Service Agent conversation exists for the case, the Copilot pane opens with a new, empty conversation.
The title of the Service Agent conversation in your Copilot chat history includes the case number, making it easy to identify the correct conversation. For example: [CAS-01234] Coffee Machine Repair
Return to a previous conversation
- Open Copilot Service workspace and navigate to the case you were previously working on.
- Open the Copilot pane. If a previous Service Agent conversation exists for the case, Service Agent automatically restores it.
- Review the previous messages, and then continue the conversation by typing a new prompt.
You don't need to manually locate or reopen the Service Agent conversation. Service Agent restores it automatically when the case becomes active.
Start a new conversation for a case
If you want to start a new Service Agent conversation instead of continuing the existing one, do the following steps:
- Open the Copilot pane while the case is active.
- Select New chat (pencil icon) at the top of the conversation.
Service Agent starts a new conversation for the current case.
Note
Starting a new conversation doesn't change the active case. The new conversation continues to use the current case as context.
Considerations
- Service Agent restores only the most recent Service Agent conversation for a case.
- Conversation titles include the case number so you can quickly identify the correct conversation.
- If you open Service Agent without an active case, no previous Service Agent conversation is restored.