Direct link to Agent Chat queue instead of going through the Virtual Agent

[Ulrich1]

Is there a possibility to directly link to an Agent Chat live-agent queue instead of going through the Virtual Agent so that a user clicks on the link for example on a form (record producer/catalog item) and directly will be connected with the specific queue bypassing the bot and other chatbot greetings and selections (and other potential queues)?

[Musab Rasheed]

Hello,

See if below link is helpful ?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743849

Also, see if you have one entry in sys_cs_context_profile table

Regards

[Ulrich1]

Hi Musab

Not sure if I understand this right. We use the default custom greetings for this portal but we use other portals where we have dedicated greetings and setup.

The portal where this is applicable is a portal that supports different departments, like IT, Finance etc. We offer the Virtual Agent (bot conversations) and different live agent queues through the virtual agent on this portal, however, the user needs to choose the queue in that case (we have implemented a custom live-agent chat topic where the user can choose with which department he would like to talk). Now we are onboarding a new department, where they would like to have an easy way to contact their live agent support bypassing the chatbot and directly redirecting them to an Agent Chat (AWA) live agent for their department. This would be potentially a link on their departmental portal pages, could be in a catalog item, record producer, order guide, or a dedicated shortcut.

[Albert6]

Hi Ulrich, did you find a solution for this? I am also trying to use direct Agent Chat with specific queue without Virtual Agent.