How to Add a Persistent Live Chat Button to the Virtual Agent Chat Window?

RaveendraK
Tera Contributor

2 hours ago - last edited 2 hours ago

Hello Community,

I have a requirement to add a persistent Live Chat button to the floating Virtual Agent chat window in the ServiceNow Australia release on the Service Portal (/sp).

Currently, users can access Contact Live Agent through the three-dot menu → Support Options. We would like to make live-agent support directly accessible from the chat window.

The button could be placed in either of these locations:
- Beside the + icon in the chat header.
- Above the message input field at the bottom of the chat window, alongside the existing input and emoji controls.

I have already configured the Contact Live Agent menu item and reviewed the available Agent Chat settings.

Has anyone implemented something similar?

- Is there an out-of-the-box configuration or supported extension point to add this button?
- If customization is required, can it be achieved without cloning or modifying the entire Virtual Agent widget?
- Are there any documented approaches or working examples?

I would appreciate any guidance, documentation, or recommendations.

Thank you!

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MURALIR20469232
Kilo Sage

2 hours ago

Hello @RaveendraK ,

 

As per my understanding, your requirement is while opening the Chat, It needs to trigger the live agent. If I am wrong in my understanding, kindly let me know. 

 

If the requirement is to trigger live agent directly from chat, please follow the below steps.

  1. Navigate to All -> Service Portal -> Agent Chat.
  2. Disable the OOB setup named as "Service Portal Agent Chat Config". 
  3. Create a new Agent Chat Record similar like below screenshotMURALIR20469232_0-1793207417160.png

    Note: You can duplicate the record same as in "Service Portal Agent Chat Config" but update the script. 

Once you perform the above steps, while initiating the chat, it will trigger live agent directly

 

MURALIR20469232_1-1793207664253.png

 

 

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0953197

 

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Murali.K.V.R

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