Enabled live chat in Service Portal

[utente]

Hi all,

I need to enable the live chat in Service Portal.

When an employee is connected, other people see he connected.

But is they send the chat messages to him, it doesn't arrive at him.

The chat messages are visible (and so, usable) only when the user connects to the normal ServiceNow page (no, service portal).

How can I enable the chat also in Service Portal?

Best Regards,

Vincenzo

[utente]

Hi,

Thank a lot, not it work.

the problem was related to the installation of the second plug-in:

• Connect Support and Service Portal Integration

I have another question related to this argument.

Now the user can active the chat from the button in the navigation bar on the service portal.

The agent that work in the group don't receive any notifications, he can understand that someone is in queue only after to have opened the chat

he can understand that someone is in the queue only after that he has opened the chat button.

Is possible to activate some type of notification?

[Rushit Patel2]

you need to create the notification.

go to

create new notification from that module.

select table as shown in image. select inserted checkbox

go to below tab...click on queue field. then click on Plus icon + . then queue fields will be shown..then select assignmnet group and bring to right side using right arrow.

then configure your message in..third tab.

(please mark helpful/like/correct if it helps)

[utente]

Hi Rushit,

Thanks for the indication but I'm thinking about something that changes in the interface of SericeNow.

For example, with the old chat, when someone writes me, the system change the status of the ion message in the navigation bar in the standard ServiceNow page.

This is the screenshot of the icon:

With the new chat, this change doesn't happen.

But is possible to see the situation of the queue only when the user (agent) click on the chat button

This is the screenshot of the icon pressed:

Best Regards.

Vincenzo

[antonykenwright]

I have the same question.

Our IT Service Desk are missing replies from employees as there is no visual representation that the employee has responded in the chat window.

Is it possible to get a visual notification once an employee has replied?

[katiasuchkova]

Hi Antony - what do you mean by "no visual representation'? Just trying to get some clarification on this.

In general, once you enable desktop notifications by going to Settings cog in the upper right corner, all your agents will be receiving desktop notification on every new activity as long as they don't actively look at a chat. Moreover, you can upload MP3 file and enable audio alerts that are triggered by new activity as well.

Also, once agents accept a chat from a queue, unread messages are represented via an unread message count next to a chat.

Thanks