Customer service Live Chat

lokesh_kurra321
Tera Contributor

‎06-05-2019 09:47 AM

Hi I have tried to enable Live chat for CSM portal.

After please stand by while I connect you to a live agent. 

Routing to live agent - It doesnt route me to live agent. I am not able type in Live chat.

 

can you please let me know if I have missed anything in setting it up

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Alikutty A
Tera Sage

‎06-05-2019 10:00 AM

Hi,

Please open sys_cs_live_agent_setup table and see which support Group is tagged to the CSM queue. If there is no group, you should update a default group in it and then impersonate as a user from that group in another window. The support users from this group would recieve new chat requests and once they accept, it would be shown as accepted in the portal chat UI.

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lokesh_kurra321
Tera Contributor

‎06-05-2019 10:52 AM

Thank you so much for the reply, Will reach you if we have anymore concerns

0 Helpfuls

Aksha
Tera Guru

‎06-06-2019 11:18 PM

Hi,

1) you need to create a new queue under chat_queue table with a specified Assignment group.

2) Then as mentioned by Alikutty, you need to go to sys_cs_live_agent_setup table to set the global queue as your custom queue.(Setting CSM queue to the custom queue is not working for virtual agent).

3)The connect chat will be open under https://instance-name.servicenow.com/$c.do

4)If you are added in the assignment group, you will be able to see the connect support tab(with proper connect support plugin). Once a user tries to contact  alive agent, you will get an 'Accept' request in the chat window.

5)You can see all chats in chat_queue_entry table.

 

Hope this helps.