Agent Chat/Virtual Agent

[athavichith]

Can I turn on Agent Chat without turning on Virtual Agent? Or what is the best practice? Right now, I have a requirement that we want to turn on Agent Chat but they don't want to turn on Virtual Agent. 

Your solution is greatly appreciated! Thanks!

[Roshnee Dash]

Hi @athavichith 
By clicking on this do you want to start the live agent or with out clicking on it

[GlideFather]

Hi @athavichith 

Virtual Agent is the feature that you find in the service portal (can be added to Teams, and other places as well) and Agent Chat is a part of it. The difference is that Agent chat is talking to a real human, while the Virtual Agent can be configured in some tasks, fore example providing info about the user's active records, it can search articles or catalog items.

So basically the virtual agent is to minimise the work for the humans. It is however possible to have exclusively just the agent chat.

What is your exact question, how to do it?

[GlideFather]

@athavichith Navigate to the "CI Admin Experience"

And there you have settings for Virtual Agent (the chat bot) and Agent Chat (the real human). From this interface you might be redirected to system properties, localisation messages, virtual agent designer, ... anywhere that is necessary. 

This is a ServiceNow official documentation with many helpful links - Configuring Virtual Agent

[AndersBGS]

Hi @athavichith ,

The short answer is yes. The live agent chat functionality can be utilized without virtual agent.