Connect Chat (Chat with Live Agent) - No agent available

[VShine]

Hello all....

I am trying to use "Live Chat" in my PDI on OOB ESC (HR Portal). I have few question:

1) How do I disable virtual agent - we are not ready to use virtual agent just yet

2) I have activate the plugins, create new chat queue, assigned it to HR Portal, but once I skip "Virtual agent" topic selection, 

this is what I get:

I am not sure what I am doing incorrect. Can someone please help me

[sachin_namjoshi]

Follow below to disable virtual agent

1. Go to the ‘Theme’ associated with the your portal (Example: Customer Service).
2. 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.  
3. 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;  

Regards,

Sachin

[VShine]

Hello Sachin, thank you for response.....I don't see data.live_agent_only = True on clone header

[sachin_namjoshi]

Strange, you can also try below solution

https://community.servicenow.com/community?id=community_question&sys_id=19738b41dbc11850d58ea345ca96...

Regards,

Sachin

[VShine]

I request new instance in "Orlando" ...also check in subprod instance for our company which is on Orlando - both doesn't have "Collaborate"....Does something needs to activate to enable it?

Both Connect & Connect support and Service portal integration is Installed. DO I need any other plugins?

[VShine]

By updating Chat Set up, the functionality is working as expected.....Collaborate is not available , not sure how to disable "Virtual agent" that is initiating by default.  

In Header Menu Server script in Portal, I see its validating if plugin is active, Virtual chat is not activated.