Agent Chat and Virtual Agent

[Anthony Russell]

Hello,

We currently have a Virtual Agent and Agent Chat set up successfully, we are looking to see if we can present a widget which goes directly to Agent Chat and bypasses Virtual Agent for a subset of users. This is due to them not being ready for Virtual Agent but have a requirement for Agent Chat still. From documentation, I can only find that it says you have to delete the VA widget to be able to migrate to Agent Chat but this is something we don't want to do as it is still a requirement.

Any advise, would be appreciated.

Thanks

Ant

[Eliza]

Hi Anthony!

You can configure your instance to bypass Virtual Agent through adding the live_agent_only parameter to the Service Portal Agent Chat Configuration record as seen below:

(function($sp) {

    return = {
        live_agent_only: true
    };

})($sp);

Hope this helps!