How to live chat in Service Portal?

[Hritik]

Hello Community,

We are aware of the Live Agent functionality of ServiceNow in Service Portal. But I am unsure of how can we test that in development instance? 

Steps I followed: 

1. Logged in to development instance with HR agent profile

2. Made the status as available in HR Agent Workspace

3. Logged with normal profile and open ESC portal. 

4. When I click on Live agent Service, it shows no agent is available despite the fact that I have already turned the HR profile status as available.

Can you please suggest me here? Maybe I am missing something here or following the wrong steps.

Thanks in Advance,

Hritik.

[Punit S · Accepted solution]

To test the Live Agent functionality in a ServiceNow development instance, you can follow these steps:

1. Create a new user in the development instance with the required roles for Live Agent functionality, such as 'live_agent_admin', 'live_agent_user', and 'sn_customerservice_agent'.
2. Log in to the development instance with the new user credentials.
3. Set the status of the Live Agent as available in the Live Agent Workspace. Make sure that the queue for the Live Agent is also set to available.
4. Log in to the Service Portal with a customer user account.
5. Click on the Live Agent service to initiate a chat.
6. In the Live Agent Workspace, accept the chat request from the customer.
7. Chat with the customer to test the Live Agent functionality.

It's important to note that the Live Agent functionality is only available in the Service Portal and not in the standard platform UI. Also, make sure that the HR agent profile has the required roles and permissions to use the Live Agent functionality.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

[Hritik]

Hi Punit,

1. I could not find any one of the roles mentioned?

3. How do we set the queue as available?

Thanks in Advance,

Hritik

[Hritik]

This is what appears when I go to HR Agent Workspace module:

I have made the status as available but could not find the queue.