Contact Support in HR agent chat

Rkanodia
Tera Contributor

‎06-07-2024 12:10 AM

Question about Contact Support. Can this be changed and how this works - is it only informational message or some actionable items as well:

Rkanodia_0-1717744222184.png

 

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Community Alums
Not applicable

‎06-07-2024 12:44 AM

Hi @Rkanodia ,

Let's consider the scenario, where you have to setup 2 Live Chats on /sp & /esc portal.

  1. Navigate to /sp_portal_list.do
  2. Add the Chat Queue column
  3. Double click on the cell and add the respective Queue (screenshot attached below)
    SandeepDutta_3-1717746205965.png

     


     

  4. Navigate to sys_cs_live_agent_setup.do
  5. Under HR Fulfiller UI, select Connect.
  6. Under HR Queue (for /esc portal) add the chat queue name (same as step 3)
  7. Do the same for ITSM Fulfiller UI (for /sp portal)
  8. Under Global Fulfiller UI select Connect.
  9. Provide a Global Queue (it could be one of the queues mentioned above, or a separate queue).
    Without the global queue, the Live Chat will not work as expected. (screenshot attached below)
    SandeepDutta_4-1717746220630.png

     


    And about changing the contact support :https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993984

Rkanodia
Tera Contributor
In response to Community Alums

‎06-10-2024 09:42 PM

Hi @Community Alums 

I am unable to follow your steps because I am using Agent Chat and not connect support chat. Why should I change sys_cs_live_agent_setup.do

I have set it as shown below:

Rkanodia_0-1718080880871.png

and regarding the change in call support, I do not have virtual agent plugins installed. How do I then follow the kb article, that is what my question is ?

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