How to dynamically launch Virtual Agent in Service Portal?

[Heiko Bllr]

We intend to be using the virtual agent widget on the portal.

I would like to launch the virtual agent chat with a pre-defined conversation topic. I know this can be hard coded using the instance options. But is there a way that I can launch that same agent using a "dynamic" URL? And then open that same chat box widget?

Use case: On the service portal the enduser is searching for "how to escalate incident". I want that a result shows up (could be from a catalog content item) with the name "Escalate Incident" and when user clicks on that link the virtual agent should launch using the conversation topic "Escalate Incident". this way we could seemlessly integrate VA into the search.

To lauch the agent first and then do a full search in that tiny window simply does not make any sense from a user experience point of view.

[Jeff Currier]

Baller,

You can find the static part of the URL in the basic documentation, which is https://<instance>.service-now.com/$sn-va-web-client-app.do

To add the topic, you need to add the parameter ?sysparam_topic=YourTopicSysID

[Heiko Bllr]

Hi,

I think this URL is going to launch the VA in a new page, but I rather want to stay on the same page and launch it in this little chat box. Any ideas?

Thanks,

Heiko

[Jeff Currier]

I have not done that yet, but I think you would need to clone the OOTB Virtual Agent widget and then modify the URL dynamically.  

[Marco13]

Is there any documentation on the parameters like sysparam_topic?
I'm looking for a way to trigger the agent by already sending the first message.
was hoping this might be done trough a parameter