Connect Chat _ customization,tables

[LadySNWizard]

Hi All,

Is it possible in Service Now to customize connect chat and prioritise chats based on users, like if user is VIP user can we add a new icon on the right side of the chat row ?

And can anyone help me to understand how the connect chat works?

I read this article How can I push connect chat records to activity list of non-task table? , and it says there are four tables .

live_message

chat_queue_entry

live_group_profile

sys_journal_field

My Questions is

1. When I type something in chat window it got saved in live_message, but how this is being assigned to chat_queue_entry table?

Can anyone help me to understand this?

[Ashutosh Munot1 · Accepted solution]

HI Anjaly,

When you open chat from your instance then this will not create entry in chat queue table.

But when you start your chat from Portal then only this will create entry in that table.

Thank you,
Ashutosh\

Please Hit Correct, Helpful or Like.

[LadySNWizard]

Hi Ashutosh,

Thanks !! Its working fine now.

My chat was not working from portal also. chat queue was not getting assigned .. Some plugins were not active in my personal instance.

This article also helped   https://community.servicenow.com/thread/260678

[Ashutosh Munot1]

HI Anjaly,

Please close this Thread by marking answer as correct.

Thank you,Ashutosh Munot

[manish123]

Hi All,

In my organization, we are using connect chat however I have a query regarding to the limits of its first message posted to SD. From User end, User is able to type long text but at SD end only 200 characters from the message is displayed and rest is shown as ...... I have highlighted that part in yellow colour. Is there any way to extend its field length. so that SD will able to see all the content whatever has been posted by user.

Please see the attached screenhot.

Is anyone know what to do & could you please let me know how to achieve that.

Quick reply much appreciated!

At End user end, who has posted 400 characters .

At SD end, where we have received 400 charaters however just it doesn't display at SD end's window

[banu patan]

Hi All, 

Its a great thread!!!!!

Im new to ServiceNow and still learning how things work in ServiceNow.

Well I have a similar scenario with different requirement. I want to reroute the chat queue to different assignment group based on sensitive information provided in the chat. If the chat contains information like DOB, Password etc,. it has to be rerouted to other assignment group to make it more secure. Currently all the chat queue is being assigned to ServieDesk group.

Any help will be much appreciated,

Cheers, Banu