Agent Chat in Service Portal without Virtual Agent

[Sean61]

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 · Accepted solution]

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>

[chrisperry]

This is EXTREMELY helpful, thanks Sean!!!  I agree that the documentation around this topic is very lacking - I didn't see anything about this from my extensive googling.

Thanks,

Chris

[Shruti Kamboj]

Hello Sean, I have a query regarding the same. My virtual agent is routing but it shows no agent is available.. Also, I have check my work item routing conditions. I have unchecked that condition, assign proper roles to agent, provided proper group. Still not getting why I am not able to get the queue in agent workspace inbox and agent is not available in virtual agent? Any help will be appreciated. Thanks

[jmesseri]

Dear Sean,

I'm going through the same issue. I'm trying to redirect users to a concrete queue upon the language set in their profile, in fact it works but the chat is not opened in the Agent workspace but in a separated tab.

In the other hand, the kb article does not exist any more.

Please, could you help me?

Thank you in advance

Best regards,

Javier

[kumaraj]

Hi Sean,

I have a similar requirement, so could you just help me with the steps to implement it.

How to implement AWA and Agent chat only(Not Virtual agent).

After implementation, how a portal user user can use agent chat from service portal and how the chat will get auto assigned using AWA.

So basically I request you to please send the steps for it, so that I can implement it successfully, I saw many community article but getting confused.

Also where to paste the below script?

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

Thank you