service portal link to redirect to Agent Chat

[Kaustubh k]

Hi All

In esc portal,I have Can't find what to use ,so when any user clicks on it,it should redirect to chat (which is attached in screenshot) 

how to achieve this 

[Dr Atul G- LNG]

Hi @Kaustubh k 

This is VA, and the blue color indicates that new assets are enabled in the same setup. It will show the tickets assigned in the backend.

If you want the catalog item to be displayed, then you need to map it accordingly.

https://www.servicenow.com/community/intelligence-ml-articles/now-assist-in-conversational-catalog-r...

https://www.youtube.com/watch?v=I_Z45wIMPh4

https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-request-catalog-items-in-now-...

[Tanushree Maiti]

Hi @Kaustubh k 

Refer KB: KB0862531 How to configure Live Chat on Service Portal 

In this scenario, you have to setup two Live Chats on /sp and /esc portals.

1. Go to /sp_portal_list.do
2. Add the Chat Queue column.
3. Double-click on the cell and add the respective Queue (shown in the following image)
   
   
4. Go to sys_cs_live_agent_setup.do
5. Under HR Fulfiller UI, select Connect.
6. For /esc portal, under HR Queue, 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 previously mentioned queues or a separate queue. 
   Without the global queue, the Live Chat will not work as expected. See the following image. 
   
   

Related Links

If you want to have the queues available at different schedules, you can add the schedule in the chat_queue record page.

For additional information, see How to define a chat queue from the Virtual Agent Service Portal Widget.

[Tanushree Maiti]

Hi @Kaustubh k 

Also check this :

Redirect the End Users (no role) to /esc (employee center / pro) instead of /sp (service portal)

[Kaustubh k]

Hi @Tanushree Maiti ,

Mine requirement is when user clicks on the catalog item"Can't find what to use" then it should redirect to chat window