Virtual Agent Bubble

[jason_donley]

I'm a fairly new CSA and the new guy who got tapped for Portals and Widgets.
I'm having a bit of an issue w/ the VA Chat bubble. 
When in standard Desktop mode, it looks and acts as expected.
When scaled to tablet mode, it looks and acts as expected.

BUT, when I try to scale it down to the mobile view (mobile view of the desktop app -not Now Mobile), I get dual VA Chat bubbles. One the same size as the standard desktop and tablet bubbles, as well as a little chat bubble that has appeared alongside the standard bubble. 
Screenshots have been provided to show what I am referring to.
Please feel free to let me know what I'm overlooking or missing. 
I'm still trying to build my knowledge base and I appreciate all the assistance.
Many thanks,
-J.

 

[ahefaz1]

@jason_donley ,

I was unable to reproduce the issue on my PDI for ESC.

However, below are couple of things you can do:

1. Upgrade employee center and employee center pro to the latest version.

2. Repair the employee center portal.

3. Go to sp_widget and search for widgets with name containing virtual. See if there is a custom virtual agent widget on the platform.

Open these widget records and find the instances and the pages they have been added to.

Deactivate these instance records and see if the bubbles disappear.

4. Deactivate the widget if possible.

5. Go to portal homepage , control+right click and see if there are any widget Customizations.

https://docs.servicenow.com/bundle/utah-platform-user-interface/page/build/service-portal/concept/sp...

6. Revert back any of the widgets to OOTB version.

7. If this is not a PDI, raise a HI ticket with servicenow.

Please mark helpful if this helped.

Thanks,

[Mark Roethof]

Dual chat icons... that indicates to me that there is a legacy Service Portal Virtual Agent widget on your portal AND you have Agent Chat configuration active. Please remove one (ideally remove the legacy widget).

Also see one of my older articles on this:

- 2022-07-04 - Article - Am I using Service Portal Agent Chat configuration or a Virtual Agent Service Portal widget?