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]

HI Anjaly,

So this is the process.

1) When you initiate the chat, record is inserted into live_message table. With various parameters as MEssage, Group chat id, etc.

2) At the same time there is a record inserted into chat_queue_entry table. This contains state of that chat, action of that chat and queue of chat and message. Now when chat gets assigned to someone then state changes to Assigned.

3) live group profile is used to save the profile of current chat i.e. for example if you and me are chating then your name and my name will be saved in that. This is used to identify the message coming to live_message table so message should be routed properly to that queue.

Let me know if you want anything else.

Thank you,
Ashutosh Munot

Please Hit Correct, Helpful or Like. If your are satisfied with my response.

[LadySNWizard]

Thanks Ashutosh !!!

This Helps ...

One more question here,

When I was testing with the chat, the message I typed in the chat window is saved into live_message table. but I am not able to find any such entry in chat_queue_entry table..

If there is any helpful links or scripts   available for this , then please do share.

[Ashutosh Munot1]

Hi,

Can you share screen shot of that message and Chat queue entry table.

Thank you,

Ashutosh

[LadySNWizard]

1. Chat Windoe

2. Chat_queue_entry table

3.live_message table