In my custom portal the virtual agent icon is showing i want to hide it

[mayanksinghrath]

I have made agent chat configuration active false still its not working

[Bhavya11]

Hi @mayanksinghrath ,

Please double-checked if the Virtual Agent might have been also added through:

1. "Virtual agent service portal" widget add to the portal  

2.  Portal Header or Footer (Service Portal > Headers & Footers, select the Header or Footer which your Portal uses, is the Virtual Agent widget embedded in the Body HTML template?)

3. Agent Chat Configuration (Service Portal > Agent Chat)

[Aditya_hublikar]

Hello @Bhavya11 ,

You can refer this :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2918399

How to remove Virtual Agent from Portal - Support and Troubleshooting
KB2918399
How to remove Virtual Agent from Portal
129 Views Last updated : Mar 26, 2026 public Copy Permalink

KB Summary by Now Assist
Summary
If you would like to remove Virtual Agent form any of your portals please follow the instructions below.

Release
ALL

Instructions
1. Navigate to the sp_agent_chat_config table

2. Locate the records associated to the portal you would like to remove Virtual agent from (Look at the Portal(s) column)

3. Set those records Active field to false

I have also followed same step and its working .

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[Aditya_hublikar]

Hello @mayanksinghrath  ,

I hope you are doing well . Does your query is resolved ?

If my response helps you then mark it as helpful and accept as solution.

Regards,

Aditya