HI @Aman Trivedi1
Steps to Enable Live Agent Support on Virtual Agent
1. Enable Live Agent Support Plugin (If Not Already Enabled)
- Navigate to System Definition > Plugins.
- Search for Virtual Agent - Live Agent Handover Support.
- If it's not active, click Activate.
2. Configure Virtual Agent Chat Topics for Live Agent Transfer
You need to configure certain topics to allow handover to a live agent when needed.
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Go to Collaboration > Virtual Agent > Designer.
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Open the Chat Topic you want to allow live agent transfer for, or create a new one.
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In the Topic Flow, include the Handover to Live Agent step:
- Drag and drop the Handover to Agent option from the side panel.
- Customize the handover message (optional).
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Set Conditions: Configure when the handover should happen (e.g., after a failed response or by user request).
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Click Save and Publish.
3. Configure Chat Queue and Routing for Live Agents
The chat queue ensures that employee chat requests are routed to the right agents.
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Create a Chat Queue:
- Navigate to Collaborative Chat > Administration > Chat Queues.
- Click New and name the queue (e.g., "Employee Support").
- Assign it to the appropriate skills or groups.
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Assign Agents to the Queue:
- Ensure that agents are assigned to the support groups that handle the queue.
- Navigate to User Administration > Groups and add relevant agents to the correct group.
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In the Connect Support Settings:
- Navigate to Collaborative Chat > Administration > Connect Support Settings.
- Set the queue availability based on the business hours if needed.
4. Enable Live Chat on the Employee Portal
Make sure the Virtual Agent widget on the Employee Portal can connect with the live chat feature.
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Go to Service Portal > Widgets.
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Search for Virtual Agent Chat and ensure it is enabled on the Employee Portal homepage or any relevant pages.
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Update the Widget Configuration:
- Navigate to Service Portal > Pages and open the relevant page.
- Add or edit the Virtual Agent Widget on the page and ensure Live Agent Handover is enabled.
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Cheers,
Prashant Kumar
ServiceNow Technical Architect
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