Need help on below Virtual Agent questions

[Khasim445]

Hi Team,

Can you please help on below Virtual agent requirements?

1. Is it possible to extend the Live agent waiting period? currently we have one minute after that it's automatically disconneting.

2. Can we use Service Operation workspace to access Chat agent? or Is it possible add chat agent to our Normal ticket pages?

3. Is it possible to have better Popups when chat agent come through?

Thanks,

Khasim

[Sujatha V M]

@Khasim445 Please find my inputs, 

1. Is it possible to extend the Live agent waiting period? 

Specifically for an agent we cannot increase the wait time for chat but wait times are configured for a queue. If you open a queue u will find that option of Max wait time.

2.  Can we use Service Operation workspace to access Chat agent?

Service Operations Workspace enables agents to work on any incident created using Live Agent chat.

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-operation...

3. Is it possible to have better Popups when chat agent come through?

Enabling desktop notifications 

Reference : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993567

https://docs.servicenow.com/bundle/washingtondc-platform-user-interface/page/administer/workspace/ta...

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.