In agent chat inbox, how to show queues available and increment incoming chats as they come in

Unable to change the type for mweb in Messaging Channels (sys_cs_channel)

Hello All,I need to configure asynchronous chat for the web channel and I am following the steps from: Configure asynchronous chat for the web channel (servicenow.com) Unfortunately I don't have an option to choose 'messaging' type for mweb, only cha...

Sidebar Notification Badge count

Hi All, We have just upgraded the service now instance to Vancouver, But we are not getting the sidebar notification badge count (For example 1,2,3 , etc), Discussion and chat is showing in notification but not the count which shows in blue color as ...

Duplicate text in incident record after conversation with live agent in ServiceNow

Hi EveryoneIn ServiceNow Plateforme there is a live chat feature.While user connected with IT service Desk user in live chat .If ask any query like "Hi, how we can help you "this text duplicated in two timesIt has happened only in additional comments...

Dynamic Translation for Chat without having to install language plugin and change portal language!

We're in a pickle since we want to do dynamic translation of chat without necessarily changing the chatting user's portal language. This is not possible at the moment according to Support.mPlease vote for my idea! https://support.servicenow.com/kb?id...

Notification options for virtual agent chat

Are there any options to alter notifications that go to chat agents? We have some that claim they miss the notifications or don't hear it, if they are RDPing into someone's server during it. Are there any options oob to customize how frequent/loud no...

Duration in the live chat window

Hi,I have configured the HR Live chat using advanced work assignment.  I see everything is working fine but in the chat window there is an extra message which shows the duration (check the screenshot). I'm not sure what exactly this duration is. Can ...

Agent chat inbox popup

Can someone please help me understand if we can customize and add any more details in the agent chat inbox message popup?Like in the given screenshot, can we add the assignment group also or maybe any other detail? 

Escalate an issue to the Live Agent in PDI

How to escalate an incident to the Live Agent if the incident is not resolved within the SLA time in the PDI

Agent Chat - Response Templates

Hi all,  I am in the process of working with my Service Desk to implement Agent Chat in SOW, and was wondering if anyone has taken the time to set up any great “Response Templates” that they would be willing to share with the group so that we don't h...

Agent Chat Timeout Alternate Queue

Hi We have Agent chat setup and have timeout settings for when work items will time out.  We have this set to 3 mins. The issue we want to solve is:When an agent is in the available state but is unable to answer the live chat offer in time the user r...

Need Suggestion on Agent Workspace chat.

Hi Community, I have one case, In which when TL is trying to transfer live chat to his team member, but unable to transfer.The "Transfer" option is read only. Team member is available and he does not have any pending chats with him. Only TL is unable...

Disable search on Virtual Agent

How to disable search on the virtual agent. I could not find 'Allow free text input' OR 'Enable Free Form' option on the Virtual Agent Designer. I did not find any settings on the topic to disable it. Request any inputs.

Language detection - VA and Live agent chat

Hi,What are the prerequisites to set up Language detection in VA?I have Virtual Agent Language Detection and Translation plugin enabled and active. I have Dynamic Translation enabled but not Dynamic Translation for Virtual Agent Do I need to make any...