Agent Chat Available Only for Specific Applications or Services

[nmaneely]

If a Service Desk only wanted to provide Agent Chat for specific Applications or Services, what would be the most efficient way to do this as I don't believe it is possible to build this into the AWA Routing conditions for the Chat Queue?

[Eliza]

Got it! When you reference URL - are you directing users to the following URL from your 3rd party Virtual Assistant:
https://[instance name].service-now.com/$sn-va-web-client-app.do?sysparm_live_agent_only=true?

If that's the case, then I don't believe there is a procedure within ServiceNow to obfuscate it. You could perhaps use an URL shortener API, however I don't have experience in that area so can't help out any further.

[nmaneely]

Again, pretty much as you describe. Will see if a URL shortener can help prevent a user from bookmarking the offered Chat URL or at least, rendering the URL an single use only to prevent bypassing the AWA Routing Conditions and connecting directly into the Chat Queue.