Virtual agent

[Jack62]

We are currently using agent chat however we want to change some of the functionality without moving to virtual chat (yet) when someone initiates the chat the text field is greyed out until the user is connected with a live agent. This is not really expected behaviour as on most websites with chat enabled the end user can start typing instantly so when an agent joins they have the problem statement already. has anyone managed to get this working with agent chat?

Thanks

[Peter Bodelier]

Hi @Jack62,

I created a pre-chat survey to overcome this. It's basically a survey with one questions, which enables a user to type the answer, and then get connected to an agent.

Pre-chat surveys (servicenow.com)