Agent Chat

[Beth19]

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.

[Mark Roethof]

Hi there,

The image you are sharing just looks like the Greetings topic that is active on your instance.

[Beth19]

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:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/ta...

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?

[Mark Roethof · Accepted solution]

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?

[Beth19]

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