Hi @Kri ,
Hope you are doing great.
To achieve this, we need to make some configurations in the ServiceNow instance.
- modify the Chat Queue record to ensure that it is associated with a live agent group
- we need to customize the chat widget to remove the Virtual Agent message and update the behavior of the 'Start a conversation' button. You can achieve this by modifying the widget codeJavaScript code to remove the Virtual Agent message:
// Remove Virtual Agent message
function removeVirtualAgentMessage() {
var chatContainer = document.getElementsByClassName('chat-container')[0];
var virtualAgentMsg = chatContainer.getElementsByClassName('chat-agent-msg')[0];
if (virtualAgentMsg) {
chatContainer.removeChild(virtualAgentMsg);
}
}
addLoadEvent(removeVirtualAgentMessage);
- To update the behavior of the 'Start a conversation' button, you can use the ServiceNow Client Script. Here's an example of the JavaScript code:
// Update 'Start a conversation' button behavior
function updateStartConversationButton() {
var startButton = document.getElementById('chat-start-button');
if (startButton) {
startButton.onclick = function() {
// Connect to live agent
// Add your code here to connect with the live agent
};
}
}
// Call the function to update the 'Start a conversation' button when the widget is loaded
addLoadEvent(updateStartConversationButton);
Please mark the appropriate response as correct answer and helpful, This may help other community users to follow correct solution.
Regards,
Riya Verma
