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

scottrhodes · ‎09-26-2019

Connect is our Peer to Peer chat solution is our collaboration solution available in the Platform UI. Connect Support is our requestor to fulfiller chat experience in Platform UI.

Workspace Agent Chat is our new chat solution for agents that utilizes Agent Workspace and Advanced Work Assignment. This is where our future roadmap is targeted to while Connect Support is in maintenance mode (fixing issues but not adding features) at this time.

Aaron8 · ‎04-21-2020

This thread is the most detailed discussion that I've come across for Agent Chat. I'm hoping that you could shed a light on the problem that I'm experiencing.

I'm using my Personal Dev Instance for this exercise which I'll be hoping to use in our client's instance as part of their request. Here's my scenario:

***I'm using System Admin as the requester and using an SD agent (David Loo) in an incognito browser.

1. SD agent has the awa_agent role.

2. Initially followed the steps to configure AWA with the hopes of migrating our chat queue from Connect to Agent Chat.

However, I always get prompted that no agent is available.

3. I then tried to activate VA and see if the OOTB transfer to a live agent would work. But I still get prompted with the same message.

4. when I switch the Chat Setup -> Global Fulfiller UI to Connect instead of Agent Workspace, I don't experience the problem.

Any advice on what could I be missing?

Brandon R1 · ‎02-01-2021

Aaron, did you ever get this figured out?? I ran into the same issue a couple of weeks ago but scoured the Community pages and got it to work once all of the components were configured. I looked at your screenshots in your Zip file and the only one that might be in question is the Groups page and the roles within your group.

Here is a screen shot of my group and the roles included:

The top two roles are the only ones missing from your group and may be the key to it not connecting to an agent.

Brandon

Nutan · ‎05-06-2020

Hi Sean,

Can you please help with the chat queue issue? In the chat window it's showing below "Routing you to chat agent" but it's not entering the chat queue in workspace.

I have checked the required configurations, work item routing condition is blank in my case, but it's still not entering the queue.

Ashley · ‎10-02-2020

Hi Nutan,

I am having the same problem, getting a message that says "Routing you to chat agent" but nothing happens, the text box is greyed out with the send button so unable to do anything.

Did you manage to figure out the issue?

Kind Regards

Ashley

Side Note: Orlando release patch 5 hotfix 1