Open Chat window when clicking Create case

[Anvin]

Hello,

Hope some of you many have noticed that in the support portal, when you try creating a case you are getting the chat window opened where you have option to continue to chat or create case.

Any suggestions on how to configure the same in the normal instance?

[Kapil Padwal]

One of the options could be:

Virtual Agent Deflection Interception

Instead of taking the user straight to the standard create_case or open_incident form page, you redirect or update the portal button action to trigger a specific Virtual Agent (VA) topic or pop open the VA widget with context.