How to start chatting with a Live agent without clicking on the Show Me Everything button

[Elena7]

Hello,

I activated the Agent Chat plugin and I configured service channels, work item queues and work assignment rules. It works very well.

Now my client need to start chatting with a Live agent support without clicking on the Show Me Everything button. They don't need any topics, they just want to open the chat window and start talking with a live agent.

I am completely lost. Can someone guide me how to do so?

Thank you,

Elena

[Elena7]

Hello,

I found an answer in this article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1117336

Resolution

Regarding connecting to the live agent directly, there are two ways to achieve it

1. Using the OOB configuration in the 'sp_agent_chat_config'
- Open the record for the specific portal that's affected.
- Try the below script that basically invokes the specific topic on a load of VA

(function($sp) {
return {
live_agent_queue: $sp.getDisplayValue('sp_chat_queue'),
skip_load_history: true,
topic:'ce2ee85053130010cf8cddeeff7b12bf'.  // sys_id of the live agent support topic
};
})($sp);

2. The second way is to navigate to the list view of 'sys_cs_context_profile_topic'

 -Open the Greetings record and Map setup topic with 'Live Agent Support.'

[Harel1]

Another option would be to add the following line instead of topic:

live_agent_only: 'true'

[Mark Small]

This worked perfectly for me.  Only thing is the ' around true are not needed.  

It should look like this:

live_agent_only: true

[harel3]

Yes, sorry about that. Don't know why I added it.