Not seeing the ability to chat with the customer in Agent Workspace ISM

chrish5 — Mon, 16 May 2022 18:51:19 GMT

Hi Community,

In our development instance, I have the Virtual Agent set up on our Service Portal page to allow a customer to “Contact Live Agent”. When this option is selected, the agent I am impersonating in Agent Workspace Home is set to be available and can see the chat listed in the inbox when it’s initiated by the customer. If the agent clicks “Accept”, the ISM details opens, but I cannot see a section here to start chatting with the customer who initiated the chat. Why is this? What did I miss in the set up? Thanks!

Re: Not seeing the ability to chat with the customer in Agent Workspace ISM

Lynda1 — Mon, 16 May 2022 23:31:19 GMT

We have seen this before. When impersonating and acting as the user, you are using the same account for both user chat and Agent chat, the system ignores the impersonation.

When I need to do this, I log in using Chrome for the Agent impersonation then log in using Edge to act as the user. Doing this, I am able to start a chat as a user in Edge and accept the chat as Agent in Chrome.

question Not seeing the ability to chat with the customer in Agent Workspace ISM in ITSM forum

Not seeing the ability to chat with the customer in Agent Workspace ISM

Re: Not seeing the ability to chat with the customer in Agent Workspace ISM