How to disable virtual agent?

[Craig Granier]

Virtual agent has hijacked all chat queue.  We turned on the plug-in to play with it but we are not ready to implement it.  Chats in our CSM chat queue automatically get answered by the virtual agent and the users have to select 'Contact Support' to by-pass.  Is there a way to disable virtual agent for some chat queues but not others or is it a system-wide global thing?

[sachin_namjoshi]

you can disable chat transfer with virtual agent

https://docs.servicenow.com/bundle/madrid-performance-analytics-and-reporting/page/administer/virtua...

Regards,

Sachin

[Manish Vinayak1]

I think if you are using the Virtual Agent widget for the chat, it is going to start the agent conversation first; I was unable to find any documentation which mentions about disabling it for specific queues. But maybe I missed something.

One solution that I can think of is that you can modify the CSM page and revert back to the old connect chat widget for the Queues you don't want to be answered by Virtual Agent. But then you lose the new chat UI present in the Virtual Agent Chat Widget.

[Craig Granier · Accepted solution]

UPDATE

Figured it out.  Here is how I bypassed virtual agent.  

1. Go to the ‘Theme’ associated with the your portal (Example: Customer Service).
2. Note the Header field in the Theme record, go to it.   The OOTB header is read-only so I made a duplicate of the OOTB header.  
3. The header is responsible for rendering the top portal menu.  See line 33 in the server script.  This is where you can force to a live agent.

          data.live_agent_only = true;   //changed to disable virtual agent.   (was false OOTB).

[Rich Dennis _CC]

Disable the portal's Service Portal Agent Chat Configuration

https://instance.service-now.com/nav_to.do?uri=%2Fsp_agent_chat_config_list.do