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!

[ctsmith]

The method I described in my initial posting adds the agent button to every page in the portal:

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

Service Portal > Agent Chat.

Here it is on our portal, bottom right:

But, whatever method the documentation illustrates to add it to every page in one go does not actually list the widget being used in any page. 

[Alok Das]

Hi Christopher,

I believe since you followed the instruction from Hi article KB0726500, you have already a cloned widget. If my understanding is correct then you need to replace the OOB widget "sn-va-sp-widget" with the cloned widget on the portal where you want the Chat bubble to get displayed.

1. Navigate to the service portal.
2. Right click and click on Open in page designer.
3. Scroll at the bottom of the form.
4. You will find "Virtual Agent Service Portal Widget" in one of the blocks.
5. Simply delete that widget and add your cloned widget from the left widget filter panel.
6. Now Empty browser cache and hard reload the browser to see the changes to the chat bubble on Service Portal. 

Kindly mark my answer as Correct and Helpful based on the Impact.

Regards,

Alok

[ctsmith]

Thanks, Alok, but please see my previous posts.  The agent chat widget was added via a newer method to the portal and is not added individually to any pages.

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

Service Portal > Agent Chat.

[Mark Roethof]

Hi there,

Have a look at some articles of mine. These describe in detail how you can change the icon. By cloning the widget, overwriting CSS, etc., etc..

Changing the Service Portal Virtual Agent widget CSS properties (height, width, icon, etcetera) 
Virtual Agent feature bubble (2), auto display after N seconds
Virtual Agent - Starting conversations in a custom way
Virtual Agent - Changing the bot appearance

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[ctsmith]

Thanks.  I have successfully changed the icon already and it's ready to go... it just has nowhere to go.