chat queue routing

abhinav_khanna · ‎07-14-2014

Hi all,

On the ess portal I want to give a custom link on the page which when clicked opens up the "chat" dialog box and the chat is routed to the correct assignment group based on the users country.
Any idea how to achieve that. I can not hard code the sys_id in the chatqueue function. I want something dynamic which pops up the end user chat on Click.

Regards
Abhinav Khanna

TrevorK · ‎07-15-2014

My initial thought would be that you want to create an "inbetween" piece that either accepts their country as input or takes one from their profile. This piece then redirects to the appropriate Chat Queue based on the result.

While I am not a CMS expert, my thoughts are that a simple way to do this would be through a dynamic content block. The user would enter their country (defaults to their profile country maybe?) and click Chat. The code in the background would then determine the appropriate Chat Queue to send it to and then just redirect to the chat queue link.

We only have one Chat Queue, and we fire it through our dynamic content block in this fashion:

CustomEvent.fire(LiveEvents.LIVE_EVENT, LiveEvents.LIVE_WINDOW_JOIN_QUEUE_QUERY, 'CHAT_QUEUE_SYS_ID','CHAT_QUEUE_NAME');

I see no reason why there could not just be a little logic before to determine which Chat Queue to fire into.

On the surface, this does not seem too challenging to develop from a technical point of view, however what will be challenging is the UI/UX around this feature.

I am sorry I do not have the code developed for this, as we only use the one Chat Queue but I hope this helps. If you need anything else please post back.

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regftw · ‎01-08-2016

Trevor is there anyway to replace the original location of "Chat Queue" with the piece written in the content block?

TrevorK · ‎01-08-2016

Are you referring to when you load the default ESS homepage and there is a "Chat" icon on the upper right?

It is controlled by a UI Macro:

YOURINSTANCE.service-now.com/nav_to.do?uri=sys_ui_macro.do?sys_id=a25137fa0a0a0b4a2b22100b635adc24

You could change that UI Macro if you wanted, which in turn would allow you to use whatever logic you wanted.

zica · ‎11-25-2015

Hi,

Could you please try this sentence <j:if test="${user.u_lang== 'eng'}">

Please ensure that the value of english language is 'eng' (right click on the custom language field>> configure dictionnary>> click on advanced view >> Choices tab)

Let me know please if it is working

Kind Regards

ZA

@Mark correct/helpful or just like the answer

banu patan · ‎04-19-2021

Hello ZA,

This thread is great with valuable information!!!

I'm new to ServiceNow and still learning how things work in ServiceNow.

Well, I have a similar scenario with a different requirement - If the chat contains any sensitive information like DOB or Passwords etc, I want to reroute the chat queue to a different assignment group so that its secured from being viewed by all SD members. Currently all the live chat queue is assigned to ServiceDesk team.

Any help well be much appreciated. Thank you.

Cheers, Banu

Kranthi25 · ‎01-30-2019

Hi How can we set up the languages .. I tried to add the language(Different language other than English currently we have only English) for the field preferred_language in user table. But the language is not visible for the selection.

So how can we set up the language choices and How can we add the Chat Queues with Language to work above functionality.

Thanks !