How to Disable Virtual Agent for a Specific Service Portal

[George_1]

I have Virtual Agent enabled on both the SP and ESC portals. My requirement is to disable Virtual Agent only for the ESC portal while keeping it available on the SP portal.

I noticed that modifying the sp_agent_chat_config configuration can disable the chat experience. Is updating this configuration the recommended approach.

Or is there another best practice to disable Virtual Agent for only one portal while leaving it enabled for others?

[Ankur Bawiskar]

@George_1 

simply deactivate the record for that portal

How to remove Virtual Agent from Portal 

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[Dinesh Chilaka]

@George_1 ,

Yes, updating the sp_agent_chat_config configuration is the recommended approach and standard best practice in ServiceNow.

ServiceNow natively shifted away from embedding the Virtual Agent widget directly into headers or pages. Instead, the platform handles chat dynamically via the Service Portal Agent Chat Configuration (sp_agent_chat_config) table.

To isolate the change entirely to your ESC portal without impacting the SP portal, make the records that are associated with ESC portals as active false

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Thanks,

Dinesh