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.
1 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
