Is it possible to clone and customize the agent chat widget in the portal?

snow_steve
Giga Contributor

‎03-22-2022 06:57 AM

I see some code related to it in the CSM Stock Header and in the Virtual Agent Service Portal Widget, but it seems like a lot of its functionality is happening elsewhere. Specifically, I can't seem to figure out where its sending messages to the agent and vice-versa. I'd like to be able to clone it and customize it but I'm starting to think most of its functionality is hidden. Does anyone know for sure?

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Community Alums
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‎03-22-2022 07:06 AM

Hi @snow_steve ,

No !! Unfortunately you cannot do so as Agent Chat configuration does not work with a custom Service Portal widget. Either use Agent Chat configuration and accept the widget it uses, or use a legacy method like adding a (custom) Service Portal widget directly on a Service Portal page or embedding it to a header or footer.

 

Reference : https://community.servicenow.com/community?id=community_question&sys_id=bee2d83edb6720503daa1ea668961908

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

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