Turning VA into just Live agent

[Cole7]

Wondering if anyone has a simple\efficient way of turning VA into just Live agent? Basically when users go to VA, the bot might say Thanks for reaching out or something, but then send the user to a live agent or put them into the queue for the next available agent.

[johndoh]

🤣I am using a custom widget so still following the legacy way but that is good to know. Unless you know a way to tie the Agent Chat configuration?

[Mark Roethof]

Havent tried, though perhaps "&sysparm_live_agent_only=true" is already valid for legacy virtual agent widget.

Kind regards,
Mark

[Mark Roethof]

Totally forgot I actually wrote an article on this...

- 2022-05-09 - Article - Connect to Live Agent directly in Virtual Agent client

Kind regards,
Mark

[johndoh]

I am not surprised, you have an arsenal of items you have posted. Rule of thumb should be to check your posts first 🤣

Just an FYI but that does not seem to work and takes me to the greeting, but I don't have the requirement so all good. Per the documentation it should be what is below, but I get an error when attempting that 🤣

https://<instancename.service-now.com/$sn-va-web-client-app._embed.do?sysparm_live_agent_only=true

[Mark Roethof]

Someone needs to update that Docs page 😅
"https://<instance_name>.service-now.com/sn_va_web_client_app_embed.do" does work.

Kind regards,
Mark