Is it mandatory to use Agent Workspace when enabling Chat bot Virtual Agent, is there dependency between the both

[Fathima1]

Its been almost 6 months of implementing Agent Workspace (ITSM) on our environments. Our agents are complaining a lot of issues regarding accessibility (vision) in terms of the font colours and sizes, they were expecting things to be better from Native UI form to using single pane Agent workspace but so many challenges in using the Agent workspace form missing a lot of UI actions, it is defenitely decreasing their productivity and we want to switch back to Native UI for logging Incidents, Request as we need to switch between both these panes. It is extremely frustating that Agent Workspace is missing out of many basic things which was available in the default view of Incidents. Now as we have a road map to move to Chat bot and Virtual agent, wanted to know from the experts is it mandatory to use Agent Workspace in order to move to the Chat bot, is it possible to move without Agent Workspace. Please guide we are totally confused and lost. 

[Muralidharan BS]

Hi, 

If you are planning to use Agent chat then it can be used only in the workspace, as connect chat is deprecated there is no option to use it within the workspace. 

The only way users can connect to the live agents is by using the Agent chat in the portals. So if your ITSM setup is designed to offer live agent support then you have to configure Agent chat. 

Its pretty easy one to configure - https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/task/configure-agent-chat.html

Thanks

[Fathima1]

We are already having a Contact Centre tool which is taking care of Live Agent chat at the moment. All we need to know is, is there a dependency with using virtual agent and agent workspace pane.. 

[Muralidharan BS]

No, unless you wanted to bring "live agent" support on to ServiceNow, Virtual Agent will not have any dependency on Workspace.