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

Winston · ‎05-26-2020

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 · ‎05-26-2020

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);

View solution in original post

Brandon R1 · ‎05-14-2021

I got it to work using the params in your 2nd screenshot above, where I added live_agent_only: true to my existing chat config.