How do I bypass/disable Virtual Agent in the Agent Chat window (i.e. go straight to a Live Agent)

[Declan Nolan]

I've enabled the Virtual Agent plugins and tested VA via the Service Portal (using a configuration in "Service Portal > Agent Chat"), however I now want to test out an Agent Chat session going straight to a Live Agent, bypassing Virtual Agent. (This is so that we can start with live Agent Chat and introduce Virtual Agent later).

I can't find a way of doing this, can anyone advise specifically what I need to do to configure my instance to allow a Live Agent chat (via the Service Portal) by default?

Thanks,

Declan

[Isaac Vicentini · Accepted solution]

Hi Declan,

Create your own Setup Topic like this:

Then go to:

Custom Greetings and Setups -> Default chat experience

In the Greeting type topic, link the Setup Topic that you created

[Mark Roethof]

Hi there,

Sure this is possible by creating a new setup topic which transfers to a live agent, and set that topic as greetings topic. Caution though: do you really want to do this? This could lead to a lot of pending chats at your Service Desk or whoever is going to handle this. This will also create expectations, can you actually make those?

I wouldn't go this road.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Declan Nolan]

Thanks Mark,  I agree to large extent with the issue around pending chats, although that is probably true of any Chat solution (e.g. Connect Chat) that relies on live agents.  In this case my customer wishes to roll-out Virtual Agent later so that any learnings from using Agent Chat can be incorporated into the Virtual Chat implementation and therefore help to ensure that VA will have a successful launch. (People can easily become cynical very quickly about a channel like VA if it doesn't add much value and just gets in the way :-).

Thanks,

Declan

[Community Alums]

Hi Declan,

Here is a step by step video to understand how can you have Live Agent support only Virtual Agent.

Thanks,

Hardit Singh