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).

View solution in original post

Rich Dennis _CC · ‎02-22-2021

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

Navigate to "Collaboration" > "General Settings".

Todd Preece · ‎04-07-2021

wow.. so much work i put in to trying to find a way and then you post this... brilliant.

Alex87 · ‎08-27-2021

Hi, by inactivate the ESC Cat on that Service Portal Agent Chat Configuration component. The Chat menu item just dont work anymore.

Im looking as well for the option to bypass virtual agent (we just dont want to work with it yet).. and system immediate go to the live agent.

Anyone have made this work?

Tony K · ‎08-27-2021

Yes, just change the greeting to Live Agent then it skips the bot. This is what we do.