In the Chat box how to disable Virtual Agent Messages and allow customer to directly contact the agent using agent chat?

[Rajat Singhal1]

In the Chat box how to disable Virtual Agent Messages and allow customer to directly contact the agent using agent chat?

[Rajat Singhal1]

Don't want these messages: 

[Muralidharan BS]

If you are using the OOB live agent topic, then this URL will directly connect you to live agents.

https://instance.service-now.com/$sn-va-web-client-app.do?sysparm_topic=ce2ee85053130010cf8cddeeff7b12bf

If you are using a VA widget embed this URL, if you are using agent chat then pass the sysparm_topic. 

[Rajat Singhal1]

Murali: I have got the solution for the same:

• Disable all features and functionality of virtual agent (used during testing)
  • Original Service Portal Server Script
  • (function($sp) {
  • return {
  • live_agent_queue: $sp.getDisplayValue('sp_chat_queue')
  • };
  • })($sp);
  • Changed to:(function($sp) {
  • var configObj = {portal: $sp.getValue('url_suffix')};
  • live_agent_only = true;
  • liveagent_queue= $sp.getValue('sp_chat_queue');
  • return configObj;
  • })($sp);

[Muralidharan BS]

Great! thanks for sharing