Agent Chat pre chat survey

[Rkanodia]

Can we configure pre-chat message to confirm that customer indeed wants to connect with live agent - to prevent from chats being automatically triggered to HR Agent, the moment customer opens chat window.

(Please note - I am not using virtual bot functionality, I am just using live agent conversation)

[Wessel van Enk]

Hi,

Well, you can setup Pre-Chat surveys, but not sure if that will work for your requirement.
You can find that information here: Pre-chat surveys (servicenow.com)

I think what you also can do is to setup a step in the VA Designer a first step before the connect with the live agent.

You can add a question to ask if they want to connect to a Live Agent, if yes, let them connect. If no, you can guide them to the knowledge base or something like that. But, as you are not using the VA option, not sure if this will work. 

[Rkanodia]

Hi @Wessel van Enk 

Thankyou for the reply. But I do not have license for virtual agent and therefore I am going directly with live agent connect. What I want is that , as soon as I click on the icon of the chat, currently what happens is clicking on the icon initiates a chat immediately. If this could be prevented in any way??? Not sure whether pre - chat surveys will be helpful or not as I do not have VA plugins.

[Wessel van Enk]

Hi @Rkanodia,
I don't think the Pre-Chat survey will have the result you are looking for. You can setup a construction like Muralidharan mentioned, but that is not best-practice and also not a great employee experience. 

You can try to add an Agent Chat Configuration with a script and then create something by yourself to make this work, but that is a customization. 

[Muralidharan BS]

HI @Rkanodia ,

Can you try this,

1. Create a pre-chat survey using a choice

2. do the variable mapping here - sys_cs_context_topic - This stores the value of the survey in the context variable

3. create an advanced work queue - Here you have access to the context variable. Now filter out the context variable (step 2) where you don't want to connect to live agent if a certain choice is selected in the survey (step 1)

The live agents will get a chat prompt only if the survey result (step 1) matches a particular choice.