how to enable live agent support on portal for ITSM module

[anitha0887]

Hi Folks,

I currently working on virtual agent for ITSM module only on service portal.I want to enable users directly chat wit live agent support.First iam implementing on my project, i have no idea how set up live agent. live agent support on chat was shown disable ,please refer screenshot for better understanding.I want to enable live agent on chat.when user click on live agent , user able to chat with agent. Please someone help me on this.Thank you in advance.

[Harsh Vardhan · Accepted solution]

Hi @anitha0887  Couple of steps you have to follow to enable live chat agent on SP portal.

• First you have to open SP portal record , Add column "Chat Queue" and then set OOTB "Virtual Agent Support" queue there.
• Once you will add it then you have to open chat queue ( OOTB is "Virtual Agent Support" ) , you will see there "Assignment Group" field ( OOTB service desk will be there ) , you can either add your self in group or someone else who is logged in on your instance.
• You need to setup Chat setups , OOTB is "chat setup", there you can try to update these fields, "Global fulfiller UI" , "ITSM fulfiller UI" as Connect and "Global Queue" as Virtual Agent Support.

Attached screenshot for your reference. 

Hope it will help you.

Thanks,

Harsh

[anitha0887]

Thank you Vardhan for your solution.But my queries is That I have created Topic called "outlook issue" , i have given to  2 options to user to select :

                                                   1) request Ticket

                                                    2) connect to live agent support

if user selected to second option(connect to live agent support), user would able to connect to live  agent .This is what my requirement.Please refer screenshot attached for details and added flow in topic screenshot .(can i use OOB topic block is "Transfer to live agent"---what is use of this Topic block)

[anitha0887]

Hi vardhan, i have setup as you mentioned, its working , but where can agent see and start conversations with user , is it in workplace or home page chat page,  , in home chat page has shown empty for agent (please refer screenshot attached)and how can i make agent available.should i any roles to agent to chat with user and added user to group .Attached screenshot for details please refer.

[Dr Atul G- LNG]

Hi @Harsh Vardhan 

I followed the same steps for CSM Chat but i am seeing

What to do next ? I am stuck