How can we open live agent chat directly from a button click on service portal

[Subhajit Mukhe1]

We have a button in service portal, onclick of which we want live agent chat to open in the VA popup.

FYI, We are using advanced work assignment.

Ant suggested approach for this will be really helpful.

[Community Alums]

Hi @Subhajit Mukherjee ,

This is a reply from  HI, and they identified the following:

• For Agent Workspace chat, I do need to use $sn-va-web-client-app.do, even though the chat is being passed directly to a live agent, and the Virtual Agent is not getting involved
• To allow users to start a chat from the Service Portal, a widget is needed which is included in the plugin "com.glide.va.sp_widgets". This widget adds a small button in the lower right corner of the Service Portal, which opens $sn-va-web-client-app.do in a small iframe.
• The reason my chat was not being delivered to an agent in Agent Workspace was that there was a "Work item routing condition" active on the AWA Queue.

After those changes, everything is working as expected.

As a further tip for anyone who finds this, when following this kb on adding the widget to a footer, you can use the following HTML to pass options to the widget (because the <widget> tag doesn't let you specify a widget instance):

<div>
  <widget id='sn-va-sp-widget' options='{"button_color": "#F89A21"}'></widget>
</div>

 In the meantime let me help summarized the process on setting this up.

Steps:

1. Activate required plugins
2. 1. com.glide.interaction.awa
   2. com.glide.cs
3. Agent Chat requires Advanced Work Assignment to be installed and setup
4. • This includes setting up Channels, Queues, Assignment Rules, Agent Presence
5. Configure the Virtual Agent Web Client (or MS Teams/Slack adapters)
6. 1. Agent Chat requires the use of the VA Chat Client (not Connect Support Client), you do not need to have a VA license to use the VA Chat Client
   2. • com.glide.cs automatically installs Virtual Agent Web Client (com.glide.cs.sn-va-web-client-app)
      • If you have VA plugin (com.glide.cs.chatbot) enabled with active topics you can be transferred to a Live Agent by either the topic initiating the transfer or utilizing the Contact Live Agent in the menu.
      • If you do not have the VA plugin enabled, the user will be directed to a live agent automatically.
7. Configure Chat Setup to utilize the Agent Workspace fulfiller backend
8. • By default the backend is set to Connect Support.
9. Workspace Agents must have the 'awa_agent' role to see the Agent Inbox in Workspace

Notes:

1. All Live Chats (including being transferred by a VA Topic) generate an Interaction record to capture the details of a chat.
2. AWA supports more than one queue by using Queue Routing Conditions determine what queue a chat should go to.
3. • Routing Conditions can utilize the Chat Interaction details (i.e. Account Name, Contacts Language, etc.) or VA Context Variables to determine what Queue a chat should go to.
4. A recent AWA Webinar has been recorded that would have more details that you might find helpful.

Also, refer to this thread: https://community.servicenow.com/community?id=community_question&sys_id=7aabad22dbe87054030d44303996199c

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Sanjay Bagri1]

Hi 

Please go to below link here you will find the solutions,

How to get started with ServiceNow Virtual Agent | Rome Release

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/virtu...

How to enable VA in Service portal

If my answer helps you then please mark my answer is ✅ correct and helpful.

Thanks

Sanjay Bagri

QBrainX Pvt. Ltd.