Virtual Agent & Live Chat on separate portals

[Ryan Maddock]

We currently have 2 portals setup. One is the main Service Portal (url: /sp) and the other is for the Service Desk Live Agent Chat (url: /sdchat)

We have recently setup Virtual Agent in our test environment on the /sp portal with agent chat disabled and would like to keep using just agent chat (without virtual agent) on the /sdchat portal

At the moment, if you launch the chat widget on either portal, it shows Virtual Agent.  have setup new branding for the /sdchat page, but can't seem to figure out where I configure the portal to select what I want it to use i.e. Virtual Agent or Live Agent Chat

Is there an option to select where to use VA and where to use just agent chat?

[Victor Chen · Accepted solution]

Yes. In the Agent Chat Configuration record, add "live_agent_only : true", and the chat client will directly open Agent Chat. 

[Ryan Maddock]

Thanks @Victor Chen - I tried that previously and it didn't work, but realised that one of the portals is using the legacy widget and the other the newer version (without the widget) - once I removed the widget and added the above to the config file it work. Thanks again!

[rafas_10]

Hi @Victor Chen ,

We have setup 2 Virtual agents for 2 different pages. How can we achieve this same behavior with mobile app launcher screens?

Kind regards,

Sérgio