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

Gareth1 · ‎07-04-2019

this is really helpful, thank you

dpark · ‎09-24-2019

The com.glide.cs plugin shows paid, does that mean that agent chat in agent workspace costs additional $, not even taking into account virtual agent?

scottrhodes · ‎09-26-2019

com.glide.cs is the Conversation Server that is part of the platform, you do not need a pro sku to use this plugin. Starting in NY it will only be necessary to install the Agent Chat plugin as it will automatically install the Conversation Server.

Aaran Renwick2 · ‎01-15-2020

@scottrhodes

Is there an ootb dashboard available for Agent Chat? I tried installing the PA content pack for service desk chat but it's not reflecting details of the awa agent chat group and when I click on the active queues within the dashboard it's only showing virtual agent support.

vinothkumar · ‎09-11-2019

Can anyone explain what is the difference between connect chat and agent chat?