Agent Chat in Service Portal without Virtual Agent

Sean61 · ‎04-23-2019

Hi!

I'm trying to set up Agent Chat, so that our users can live chat to our agents from the Service Portal.

I initially set up Connect Support, which was quite straight forward, but we also want to start using the new Agent Workspace and I haven't found a way to pipe Connect Support chats into the Workspace. So it seems that Agent Chat is the way forward!

I don't want to use Virtual Agent yet, I just want this to connect users with currently available agents.

I've followed this document: https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/task/configu... , installed com.glide.interaction.awa and com.glide.cs, but I'm still having the following issues:

I can't find anything in the docs about how a user is supposed to initiate a chat. Connect Support came with a Service Portal widget (and a link was readily available in the queue config), but I can't find anything relevant for Agent Chat.
I read in another post that this is the chat interface: https://devxxxxx.service-now.com/$sn-va-web-client-app.do however when I open that I get the "No Agents Available" message, even though I'm logged in to the Agent Workspace with a user (who is a member of a group which is set in the Assignment Eligibility list of the AWA queue), and have presence set to Available.

I feel like I'm missing some major part of the equation, but haven't been able to work it out yet.

Sean61 · ‎04-25-2019

I opened a case on HI, and they identified the following:

For Agent Workspace chat, I do need to use $sn-va-web-client-app.do, even though the chat is being passed directly to a live agent, and the Virtual Agent is not getting involved
To allow users to start a chat from the Service Portal, a widget is needed which is included in the plugin "com.glide.va.sp_widgets". This widget adds a small button in the lower right corner of the Service Portal, which opens $sn-va-web-client-app.do in a small iframe.
The reason my chat was not being delivered to an agent in Agent Workspace was that there was a "Work item routing condition" active on the AWA Queue.

After those changes, everything is working as expected.

As a further tip for anyone who finds this, when following this kb on adding the widget to a footer, you can use the following HTML to pass options to the widget (because the <widget> tag doesn't let you specify a widget instance):

<div>
  <widget id='sn-va-sp-widget' options='{"button_color": "#F89A21"}'></widget>
</div>

View solution in original post

Jeff Currier · ‎04-23-2019

You don't want $sn-va-web-client-app.do unless you are using the virtual agent. What you want to look at is configuring Advanced Work Assignment if you want to use Connect Chat with Agent Workspace. You will want to ensure the queues are defined and then configure the Agent Workspace to use Chat for each given area (i.e. ITSM Fulfiller UI)

Sean61 · ‎04-23-2019

Hi Jeff, okay thanks for the info.

I've defined an Advanced Work Assignement queue for the Chat service channel, and under Chat Setup (sys_cs_live_agent_setup.do) I've configured Agent Workspace for all the Fulfiller UI options.

I'm not sure how to send users to the correct chat though, as the Service Portal "Chat Queue" option only lists Connect Chat queues. If I use the direct URL of a Connect Chat queue (like $chat_support.do?queueID=70a3db97dbb03300526a85184b96199f), the chat is directed to that queue and only turns up in Connect Chat, not the Agent Workspace.

Jeff Currier · ‎04-24-2019

Sounds like you are looking at the right things, not sure what you are missing. Mine looks like this:

If that doesn't help, maybe open a case on Hi and see if they can find the issue.

Sean61 · ‎04-24-2019

Mine is set the same as yours, albeit with less context entries. In your case, how would users initiate a chat? What URL would they use?