How to Launch a Virtual Agent Chat from an Icon Link on the Service Portal

[Soki Ando]

I would like to launch an online appointment booking chat created with Virtual Agent by pressing a button on a widget (Icon Link) on the CSM Service Portal. I inquired with ServiceNow support if this could be configured from the Icon Link Page settings, but they were not aware of such a method. If anyone has experience with a similar implementation, I would greatly appreciate it if you could share the approach.

[Amit Verma]

Hi @Soki Ando 

Below article could be helpful :

https://www.servicenow.com/community/virtual-agent-nlu-articles/toggling-virtual-agent-chat-client-u...

Thanks and Regards

Amit Verma

[Soki Ando]

Thank you for your response.
I checked the article you provided.
What I want to set up is for the Virtual Agent chat to launch when the Icon Link widget on the Service Portal (as shown in the attached image) is clicked.
I’m trying to control the widget with a script, but it’s not working well.
Do you know if it’s possible to control it with a script or if there’s another way to achieve this?