How to disable virtual agent?

Craig Granier · ‎07-17-2019

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?

Craig Granier · ‎07-25-2019

UPDATE

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

Go to the ‘Theme’ associated with the your portal (Example: Customer Service).
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.
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).

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Tony K · ‎02-22-2021

tried that too and same results. I close and reopen the portal page every time.

Rich Dennis _CC · ‎02-23-2021

For it to take effect, I had to start a Virtual Agent topic, then end that conversation.

EDIT: This may help too - I haven't tried it. Closing idle Virtual Agent conversations

Tony K · ‎02-23-2021

I ended up opening a HI ticket to get some assistance. Changing the greeting to Live Agent Support should've worked. Turns out something was stuck in cache on my end so they gave me a link to run. That will start a direct chat in a new tab. This is what finally fixed it for me.

https://instancename.service-now.com/$sn-va-web-client-app.do?sysparm_skip_load_history=true

Rich Dennis _CC · ‎01-29-2021

Disable the portal's Service Portal Agent Chat Configuration

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

Tony K · ‎02-22-2021

I tried that and it turns off the chat bot all together.