Agent Chat in Service Portal without Virtual Agent

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Sean61
Kilo Expert

‎04-23-2019 05:04 PM

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.

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Sean61
Kilo Expert

‎04-25-2019 08:34 AM

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>

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Ashley
Kilo Sage
In response to Ashley

‎10-02-2020 03:04 AM

Figured out the problem... for whatever reason, it didn't like I was logged in as an admin. As soon as I logged in as a normal user it worked straight away... sigh

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ryan_pope
Mega Guru

‎09-02-2020 12:54 PM

Sorry to reengage this chat, but it seems like the right place, given the set up discussed here. Ever since our upgrade to Orlando, it would appear as though a number of interactions are being generated by "guest" even though the widget is not public, and the page it's on is not public. These are then auto-assigned to "Virtual Agent", which is a user that didn't exist in our environment until the upgrade was completed. There doesn't seem to be any trace of a "chat", however, and no AWA Work Item was generated from these, so no opportunity for these to be routed to our support team. A few seconds prior to at least one of these interactions, there is an API call to /api/now/v1/cs/consumerAccount/, but I can't seem to find any info on that specific call.

Has anyone else experienced or know what is causing this?

 

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Runjay Patel
Giga Sage

‎12-15-2020 01:23 AM

Learn Agent Workspace from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/playlist?list=PLIGcZxQaeEoj0XXBqTfReQwR44OeDYYb0

This Series help you to understand below topics

  1. How to setup Agent Workspace
  2. Plugins required.
  3. Create Studio application for Agent Workspace.
  4. Lading Page configuration in details.
  5. List Layout and Categories configuration.
  6. Form Layout, Header and Ribbon configuration
  7. UI Actions and notifications.
  8. Global search and Agent assist.
  9. Live Agent chat configurations.
  10. Integrate Connect Support with Agent Workspace
  11. Difference between Agent Workspace and ITSM Agent Workspace?
  12. Custom form for app: UI page, service portal widget or Agent Workspace component?
  13. View and Create Reports in Agent Workspace
  14. For LIVE AGENT where the service desk can access to the chat in back-end? via AGENT WORKSPACE OR CONNECT SUPPORT
  15. Agent Workspace - convert incidents to Request Items and vice-versa
  16. Add Knowledge search in Agent Workspace to Contextual form
  17. UI Action to pop up Email from Agent Workspace
  18. Bar Graph
  19. Open frame API in Agent Workspace
  20. How to use Assignment workbench in Agent Workspace?
  21. Viewing Interaction Records in Agent Workspace
  22. Agent Chat in Service Portal without Virtual Agent
  23. And many more.
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Brandon R1
Tera Contributor

‎05-12-2021 07:47 AM

@scottrhodes or anyone, since the Agent Chat URL (/$sn-va-web-client-app.do) opens up in SP in an iFrame via the VA icon, how can I replicate that same action in a URL??  I'm needing to add a "Chat" item to the SP Header Menu and not sure how to open the above URL as an iframe the same as the icon performs.

Thanks,

Brandon

 

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