Use Case:
Some organizations wanted to give their knowledge base (specific category of articles) to public users (who doesn't have account in system and not logged in). In those cases, there is a huge chance to enable virtual agent by providing few topics available for the public users.
For an example: If it is a banking company, external users wanted to check how to open an account, what kind of services they are offering, how to apply for a loan. So to give easy access to the customers, banking company may wanted to enable Virtual Agent with few public topics.
Issue:
There is a easy configuration in Virtual Agent Designer, while creating a topic, we can simply select a role who can access it. If we are targeting to every user (including without logged in), by selecting public role in Roles list field (as shown below).
However those topic(s) can't be visible or won't even load when non logged in users try to access Virtual Agent from portal. Notice Virtual Agent is stuck on loading while displaying the "Connecting" message.
Solution (Fix):
Technically when user trying to access Virtual Agent (Chat-bot) from portal, system will execute one back end processor called "GlideAMBProcessor". Out of the box access given to the execute this processor only to the snc_internal role users, that means non logged in users can execute it.
Surprisingly it is not available in the list of Processors (refer the screenshot below)
But it is available in the list of ACL's with execute operation.
With security admin access, open the record and add public role to that ACL.
Hope this helps 🙂
i cannot see that option in the access control area
