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?

[Joseph Warner]

This should be the accepted solution, at least it was for my need.

Service Portal > Agent Chat > select your desired portal    (then set Active = false)

[pri_pt]

Are you referring to the LIVE chat on the portal?

We just added the Chat Queue on the portal form and then cleared the field. This disabled the Live Chat.

Hope this helps.

Kind Regards,

Pri

[Carson Groff]

I know this thread is pretty old so I hope it's ok to post here.    I am having the same issue.    I am in my Dev environment and was setting up Live Chat.   I installed the Virtual Agent plugins just to see what it was like, and now I can not get it turned back off or disabled.   I've tried the suggestions above, but the theme header that the portal is using doesn't have that line of code.   Any other suggestions?

Every chat starts with this...



I would like to get it back to just trying to connect to a live agent.

[Tony K]

Did you ever get this resolved? I'm trying to do the same thing and can't figure it out. I've tried a few different solutions from the community and no dice. This is for ITSM on Paris. 

[Rich Dennis _CC]

You can try changing the settings for the Greeting topic to Live Agent Support.

Navigate to "Collaboration" > "General Settings".