Chat with a Live Agent

chrisroush · 3 weeks ago

Is it possible to make the option to Chat with a Live Agent available outside of the Virtual Agent in the user portal? We used to have a link on the user's desktop that initiated a live chat with our service desk in the tool we used before moving to ServiceNow. Our users are finding it difficult to locate the live chat option now. I am interested in any tips for making the live chat option easier to access for end users.

Mahathi · 3 weeks ago

Hi @chrisroush ,

I found this in a community post and thought it might help you:

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>

Please refer to https://www.servicenow.com/community/servicenow-ai-platform-forum/agent-chat-in-service-portal-witho...

If my answer helped you in anyway, Please mark helpful and accept as solution.

Regards,
Mahathi

View solution in original post

GlideFather · 3 weeks ago

Hi @chrisroush

do you mean a link that would redirect you to the virtual agent (chatbot) window or what do you mean?

the fastest way is to create a promoted topic - the chat with agent would be the first thing the end user will see or under the three dots in the top right menu.

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

Mahathi · 3 weeks ago

Hi @chrisroush ,

I found this in a community post and thought it might help you:

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>

Please refer to https://www.servicenow.com/community/servicenow-ai-platform-forum/agent-chat-in-service-portal-witho...

If my answer helped you in anyway, Please mark helpful and accept as solution.

Regards,
Mahathi

chrisroush · 3 weeks ago

Thanks Mahathi! This information looks very helpful.