Change the Virtual Agent Chat Bubble on the Portal.

[ctsmith]

How do you change the virtual agent chat bubble in the portal? I followed these steps successfully, except for step 5:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0726500

I implemented the agent chat on the portal via the directions here:

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/build/service-portal/task/config...

Service Portal > Agent Chat.

Created the requisite record.

But, there is nowhere to swap out my cloned widget as the OOTB virtual agent widget is used in 0 pages per the related list record on the widget.  Thus, I do not know where I swap out the OOTB widget for my cloned widget.

I think this may only work if you are adding the bubble via the legacy method to individual pages?  Is the only other option here to edit the OOTB widget?

Thanks!

[RaghavSh]

OOB VA widget is included in  index page:

You can directly replace this from page designer by removing the OOB widget and placing your custom one:

[ctsmith]

I have no records in the OOTB widget for "Included in Pages."

[RaghavSh]

This should not be the case ideally, can you open the page in designer on which VA widget is visible and double check the name.

[Ashutosh Munot1]

HI,

Ideally the chat icon can be added using Agent chat option or by adding the widget on the portal page.

So what are you doing only using agent chat and not adding the widget to page?

Thanks,
Ashutosh