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How can I create a live Agent Chat Link bypassing Virtual Agent?

vinodiaz
Tera Contributor

‎10-14-2024 07:16 PM

We have recently introduced Virtual Agent to our ServiceNow Portal. However we are seeing a decline in Live Chat as users needs to navigate through VA to get to a Live Agent. How can we create a URL to Live Chat so users can directly go to Live Agent instead of having to go through VA?

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2 REPLIES 2

Sumanth16
Mega Patron

‎10-14-2024 08:56 PM

Hi @vinodiaz ,

 

Create your own Setup Topic like this:

Sumanth16_0-1728964526602.png

 

 

Then go to:

Custom Greetings and Setups -> Default chat experience

 

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

 

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

 

Thanks & Regards,

Sumanth Meda

 
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vinodiaz
Tera Contributor
In response to Sumanth16

‎10-14-2024 10:27 PM

Hi Sumantha- Thank you for the suggestion. Will this create a URL for the live agent Chat that will bypass VA? . We want to be able to provide a URL that will connect the user to a live agent without having to go through VA. 

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