question Re: Virtual Agent - Start conversation upon visiting Employee Center page in Virtual Agent, NLU forum

Virtual Agent - Start conversation upon visiting Employee Center page

Chris Richie — Wed, 31 May 2023 14:34:50 GMT

Hello - Currently, our users have to click on the Virtual agent icon to start the conversation when they visit the Employee Center page. Does anyone know how to have this start automatically once they visit the page?

The goal is to have the virtual agent start a conversation without the user clicking the icon.

Re: Virtual Agent - Start conversation upon visiting Employee Center page

Mark Roethof — Wed, 31 May 2023 14:50:33 GMT

Hi there,

Maybe this helps:
- 2021-02-24 - Article - Toggling Virtual Agent chat client (using Agent Chat configuration!), manually, automatically, using...

Kind regards,
Mark

Re: Virtual Agent - Start conversation upon visiting Employee Center page

Chris Richie — Thu, 01 Jun 2023 19:16:40 GMT

Didn't seem to work during initial testing. I downloaded the update set that was provided, and imported it. This was written some time ago, and given that I'm on the latest Utah release, using Employee Center, not sure if that is why.

Re: Virtual Agent - Start conversation upon visiting Employee Center page

johndoh — Tue, 13 Jun 2023 02:34:08 GMT

I posted this here Have Virtual Agent pop up when service portal is v... - ServiceNow Community for someone else wanting to do the same thing just based on my experience.

If you have it set to automatically popup when entering the portal, it will start an interaction/conversation automatically and why I went away from the OOB widget. If this is something you want, I understand but make sure to filter out some topics from reporting as you will have quite a few abandoned items as not everyone will do anything with it. For some reason OOB it would do that automatically when I enabled it but as soon as I cloned the widget it stopped.

Re: Virtual Agent - Start conversation upon visiting Employee Center page

johndoh — Tue, 13 Jun 2023 03:44:51 GMT

Because of the creation of interactions/conversations with this logic I have been and will continue to recommend not doing this. That is why in my widget I only do this if there is a current open interaction.