Set up Virtual Agent web client

[sreekeerthi]

Hi,

We have a requirement to add URL to a virtual agent bot in ServiceNow instance. I used the web client link but it is redirecting to the default Virtual agent chat. Can we redirect it to a custom chat which is created using Agent Chat. Else do we have any option to create a URL which redirects to this custom chat. 

Thank you in advance!

Regards,

Sree Keerthi Kasula

[anand-bhosle]

Hi @sreekeerthi , 

If by “custom chat” you mean a Virtual Agent topic you built in Designer,? you can launch it straight from a URL (and skip the default topic picker) by appending the topic’s sys_id as a sysparm_topic parameter.

https://<your-instance>.service-now.com/$sn-va-web-client-app.dosysparm_nostack=true&sysparm_skip_load_history=true&sysparm_topic=<YOUR_TOPIC_SYS_ID>

Or

you can embed your custom chat in Service Portal, especially if you need to hit a specific AWA queue or mix in VA topics and live agents—build a tiny Service Portal page

(function($sp) {
return {
// For live-agent only:
live_agent_only: true,
// To target a specific queue:
live_agent_queue: '<QUEUE_SYS_ID>',
// (optional) to start a VA topic instead of queue
topic: '<VA_TOPIC_SYS_ID>',
// (optional) clear previous history
skip_load_history: true
};
})($sp);

Link users to it, https://<your-instance>.service-now.com/sp?id=agent_chat_page

They’ll land directly in your custom chat experience.

Hope this helps. If I answer your question please accept/mark helpful

Thanks

Anand

[sreekeerthi]

Hi Anand,

Can you please explain about "agent_chat_page". What should i exactly put in there to redirect to the custom chat experience.

Thank you!

[sreekeerthi]

and also i don't want to redirect to topic id instead i want to redirect it to HR virtual agent chat which is custom chat and it should show the topic picker as well. Do we have any such way to show custom chat with topic picker.

Thank you!