question Re: How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat in ITSM forum

How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat

Winston — Tue, 26 May 2020 17:00:16 GMT

I downloaded the Virtual Agent plugin now all my chat queues are starting with Virtual Agent and not Live Agent. I only want Virtual Agent to be enabled on the CSM Chat queue and to have our ITSM Chat queue go directly to Live Agents.

In the oob CSM Agent Chat configuration it has a place to set live_agent_only:

But when I try to add live_agent_only to the ITSM chat configuration it doesn't change anything on that portal's chat.

There's also this forum post about how someone turned virtual agent off in the CSM queue through portal's theme header, but that didn't work for me with the ITSM queue. https://community.servicenow.com/community?id=community_question&sys_id=21ff7ec0db767bc01cd8a345ca9619c1

Re: How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat

Winston — Tue, 26 May 2020 17:23:05 GMT

I used the below script in the ITSM chat configuration and it looks like disabled the virtual bot there.

(function($sp) {
		var configObj = {portal: $sp.getValue('url_suffix')};
			
		configObj.live_agent_only = true;
		configObj.liveagent_queue= $sp.getValue('sp_chat_queue');
		
		return configObj;
	})($sp);

Re: How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat

jdumlandt — Thu, 03 Sep 2020 16:51:32 GMT

Winston,

I need to do the same thing. Where did you end up having to enter this script?

Re: How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat

Winston — Thu, 03 Sep 2020 16:58:47 GMT

Hello!

I had to put this on the Service Portal Agent Chat Configuration that didn't need Virtual Agent enabled.

Service Portal > Agent Chat

Let me know if you have any other issues with it.

Re: How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat

Brandon R1 — Fri, 14 May 2021 17:13:37 GMT

We recently upgraded our sub-prod instances to Quebec, and I installed Virtual Agent Lite to use with Agent Chat. Now the VA bot is launching instead of live agent chat like it did before I installed VA Lite.

I tried your script above in a different chat config but it's not working. We are not using CSM, just Agent Chat & Agent Workspace.

Thanks,

Brandon

Re: How to disable Virtual Agent on ITSM Chat and leave it for the CSM Chat

Brandon R1 — Fri, 14 May 2021 17:30:44 GMT

I got it to work using the params in your 2nd screenshot above, where I added live_agent_only: true to my existing chat config.