How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat

[Winston]

I downloaded the Virtual Agent plugin now all my chat queues are starting with Virtual Agent and not Live Agent. I only want Virtual Agent to be enabled on the CSM Chat queue and to have our ITSM Chat queue go directly to Live Agents.

In the oob CSM Agent Chat configuration it has a place to set live_agent_only:

But when I try to add live_agent_only to the ITSM chat configuration it doesn't change anything on that portal's chat.

There's also this forum post about how someone turned virtual agent off in the CSM queue through portal's theme header, but that didn't work for me with the ITSM queue. https://community.servicenow.com/community?id=community_question&sys_id=21ff7ec0db767bc01cd8a345ca96...

[Winston · Accepted solution]

I used the below script in the ITSM chat configuration and it looks like disabled the virtual bot there. 

(function($sp) {
		var configObj = {portal: $sp.getValue('url_suffix')};
			
		configObj.live_agent_only = true;
		configObj.liveagent_queue= $sp.getValue('sp_chat_queue');
		
		return configObj;
	})($sp);

[jdumlandt]

Winston,

I need to do the same thing.  Where did you end up having to enter this script?

[Winston]

Hello!

I had to put this on the Service Portal Agent Chat Configuration that didn't need Virtual Agent enabled. 

Service Portal > Agent Chat

Let me know if you have any other issues with it. 

[Brandon R1]

We recently upgraded our sub-prod instances to Quebec, and I installed Virtual Agent Lite to use with Agent Chat. Now the VA bot is launching instead of live agent chat like it did before I installed VA Lite.

I tried your script above in a different chat config but it's not working. We are not using CSM, just Agent Chat & Agent Workspace.

Thanks,

Brandon