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07-03-2024 10:56 AM
I just completed configuring agent chat for my org. How can I turn off the virtual agent message (see attachment) when attempting to go to this URL:
instanceurl/$sn-va-web-client-app.do?sysparm_branding_key=nameofbranding
It should just take people directly to chat with an agent.
I also noticed that the chat never times out for the user if no one picks up the interaction ticket.
Is this expected behavior?
Thank you for your time and review.
Solved! Go to Solution.

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07-03-2024 12:22 PM
With directly to chat with an agent, do you mean this?
- 2022-05-09 - Article - Connect to Live Agent directly in Virtual Agent client
Or different?
Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
---
~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

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07-03-2024 11:31 AM
Hi there,
The image you are sharing just looks like the Greetings topic that is active on your instance.
Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
---
~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field
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07-03-2024 11:41 AM
I am just looking for people to go directly to chat with an agent.
I do see this article on how we can customize the message:
But I don't see one where we can turn it off.
I also noticed that the chat never times out for the user if no one picks up the interaction ticket.
Is this expected behavior?

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07-03-2024 12:22 PM
With directly to chat with an agent, do you mean this?
- 2022-05-09 - Article - Connect to Live Agent directly in Virtual Agent client
Or different?
Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
---
~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field
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07-05-2024 12:36 PM
Thank you! This helped me.
I used the following to bypass the virtual agent:
instanceurl/$sn-va-web-client-app.do?sysparm_branding_key=nameofbranding&sysparm_live_agent_only=true