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.

[Rachel Gomez]

Yes, it is possible to launch the virtual agent chat with a pre-defined conversation topic using a dynamic URL. You can do this by appending the conversation topic to the URL as a query parameter.

Here's an example of what the URL would look like:

When the user clicks on the "Escalate Incident" link, you can redirect them to this URL, and the virtual agent chat will launch with the "Escalate Incident" conversation topic pre-selected.

Note that the conversation topic should be URL encoded. In this example, the space in "Escalate Incident" is encoded as "%20".

Regards,

Rachel Gomez

[Sushant13]

Hi Rachel,

In your reply above i don't see the example of the Service Portal URL with query parameter appended to directly launch a Virtual Agent Topic in Service Portal. Can you provide the name of the query parameter you are using?