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‎01-13-2022 04:30 PM
I don't think we can use chat functionality on mobile without Virtual Agent installed on the instance. Is it right?
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‎01-16-2022 12:44 AM
You only need the free version of the Virtual Agent, and you can lead it directly to a live agent. That is what we have done, so no need for full Virtual Agent 🙂
Best regards,
Sebastian Laursen
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‎01-16-2022 09:10 PM
you will have Virtual Agent Lite is a limited version of Virtual Agent available to ITSM standard customers.
for reference : https://docs.servicenow.com/bundle/paris-now-intelligence/page/administer/virtual-agent/concept/virtual-agent-overview.html
Regards,
Paul
PaulSylo
Kindly mark "helpful", if this helps, or Mark as "Accepted " if it solves your issues !
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‎01-16-2022 10:33 PM
Yes, we have the same. Just activate "Glide Virtual Agent Lite" 🙂
Best regards,
Sebastian Laursen
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‎01-17-2022 10:36 PM
Could we chat with an real agent instead of virtual agent?
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‎01-17-2022 11:25 PM
Yes, we don't use Virtual Agent at all - it goes straight to the Live Agent. In Rome you can replace the "greeting" topic with the "Live Agent Support" and it goes straight to the chat
Best regards,
Sebastian Laursen
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‎01-18-2022 12:52 AM
Do you use Now Mobile for the chat?
