URL being used for context isn't refreshing

Question

Setup, created an Agent to support users in handling cases. When using the Rovo chrome extension, it registers the URL being used for context and then can provide answers based on the page.

The issue, sometimes users will move between case tabs in Salesforce and the Rovo Agent still has the previous url as context so it provides the wrong information.

Work around so far is adding a prompt at the end asking the user to start a new chat if they change to a different case and not continue the chat.

Has anyone got a fix or any ideas how to get round this or is this just a product limitation?

Josh · Answer

What you’re seeing matches how SPA tab switches (Salesforce Lightning, etc.) often fail to fire a full navigation event the Rovo Chrome extension listens for — so the extension keeps the previous URL as “page context” until something forces a refresh.

Mitigations teams use today:

* Keep your prompt instruction to “confirm current URL / case id” (what you already added) — that’s the most reliable until the extension improves SPA detection.
* Click the extension icon on the new tab (or close/reopen the Rovo side panel) after switching cases — that often re-samples location.href.
* Prefer passing the Salesforce case id as an explicit agent input field rather than relying solely on URL context for agents that must be case-accurate.

Worth a feedback ticket / in-product feedback on the Rovo Chrome extension with “SPA route change does not refresh context (Salesforce tabs)” — that’s a real product gap, not a misconfiguration on your agent. Happy to +1 if you post a short repro (Lightning vs Classic, extension version).

Gabriela - LeanZero · Answer

Hi Andrew, I looked for a setting that would make the extension pick up the new tab mid-chat and couldn't find one. The browser extension doc only describes the "Use current tab as context" toggle, where Rovo reads the active tab when you ask it to, and it says chat persists as you move around the web. Nothing in it says the page is re-read on every message or when the URL changes inside a single-page app like the Salesforce console, so I'd treat what you're seeing as a current limitation and not something you've set up wrong.

Two public tickets are close enough to vote on. ROVO-1227 covers Rovo not being able to read Salesforce case URLs at all, the extension included, with no workaround listed. ROVO-840 asks for a way to reset a chat's context, which would fix your tab-switch case directly.

Until one of those moves, your new-chat-per-case instruction is honestly the most reliable route I know of. I'd keep it. You could also have the agent open by asking which case the user is on, so a stale page is easier to spot.

James Gamble · Answer

Hola Andrew,

I dug into this, and I think what you’re seeing is more likely a limitation or bug in how the Rovo browser extension refreshes its current-tab context than anything in your Agent instructions.

Atlassian documents that when “Use current tab as context” is enabled, the extension reads the active tab at the time you ask Rovo to use that page as context.

The wrinkle with Salesforce is that moving between cases in Lightning can occur within the same browser tab, without traditional full-page navigation. In that situation, the Rovo side panel can remain open while the application underneath it changes state, and it appears the extension doesn’t always refresh the page context cleanly.

There are a couple of recent Rovo issues that make your symptom particularly interesting.

* ROVO-995 was a bug where Rovo continued sending context that had already been removed from the UI. Atlassian fixed that in July, but it shows that stale context in the Agent request payload has been a real product issue:
* There’s also ROVO-840, an open suggestion specifically about stale conversation/context being carried forward into an active Rovo session and the lack of a reliable “clear/reset context” control.

So for now, I’d keep your “start a new chat when changing cases” instruction. That’s probably the safest operational workaround because it prevents the previous case from remaining part of the conversation history.

I’d also test one thing before settling on that permanently. When the user changes Salesforce cases, toggle “Use current tab as context” off and back on before the next prompt. If that reliably picks up the new case while keeping the same chat, then the problem is probably the extension not refreshing the browser context, rather than the Agent retaining the old case from the conversation history.

If the context still points at the previous case after toggling it, I’d capture:

* the old case URL
* the new case URL
* whether Salesforce actually changed the browser address bar
* whether the Rovo context chip changed
* and whether starting a new chat immediately fixes it

That would make a very strong support case because you could show whether the stale value is coming from the browser extension context layer or from the Rovo conversation itself.

There’s also a current unresolved Salesforce-specific Rovo bug, ROVO-1227, involving Salesforce Case URLs and the browser extension’s retrieval path.+

It isn’t the same symptom you described, so I wouldn’t assume it’s the same defect, but it does show that Salesforce Case context through the browser extension is an area Atlassian is actively troubleshooting.

Thanks,

James