ServiceNow Live Agent Domain seperated Routing

[Community Alums]

We have a Domain separated environment in ServiceNow instance, where we have to setup Live Agent, we have chat support groups for each company, when an end user of a specific company initiates a chat, it should redirect only to his companies chat support group.
Tried creating multiple queues, but it is not a feasible way, is there any other way to implement this under one queue ?
Company A - Live Agent support A
Company B - Live Agent support B
below is a screenshot where we have a multiple Chat support groups in one queue, this is not working as expected.

[Abbas_5]

Hello @Community Alums,

Please refer to the link below:
https://www.servicenow.com/docs/bundle/yokohama-conversational-interfaces/page/administer/virtual-agent/concept/domain-separation-virtual-agent.html

OR refer to the below steps:

In ServiceNow Live Agent with domain separation, you need to configure Live Agent to route chats to specific chat support groups based on the domain of the user initiating the chat. This ensures that users from different companies or departments are directed to the appropriate support channels. 

Here's a breakdown of how to achieve this:

1. Understanding Domain Separation:

• Domains:

  Domains are logical groupings within a ServiceNow instance, allowing you to separate data, processes, and administrative tasks for different organizations or departments. 
• Live Agent:

  Live Agent enables live chat functionality, allowing users to interact with agents in real-time. 

2. Setting up Live Agent with Domain Routing:

• Configure Chat Support Groups: Create a chat support group for each company or domain.
• Define Domain Routing Rules: Configure Live Agent to route chats based on the domain of the user initiating the chat. This can be done using the Live Agent configuration options.
• Connect Chat Support Groups to Domains: Associate each chat support group with its corresponding domain.
• Test the Routing: Test the routing by initiating chats from users belonging to different domains to verify that they are routed to the correct chat support groups. 

3. Implementation Steps:

• Create Chat Support Groups:

  Navigate to Live Agent > Chat Support Groups and create a new chat support group for each domain.
• Configure Routing:

  In the Live Agent configuration, define rules that specify which chat support group to assign to a user based on their domain.
• Assign Domains to Chat Support Groups:

  In the Chat Support Group record, link the chat support group to the corresponding domain using the "Domain" field.
• Test:

  Initiate chats from users with different domains to verify that the routing is working correctly. 

Example:

Let's say you have two domains: "Company A" and "Company B". 

• Create two chat support groups: "Company A Support" and "Company B Support".
• Configure Live Agent to route chats from users with the domain "Company A" to "Company A Support" and chats from users with the domain "Company B" to "Company B Support".
• Test by initiating chats as users from both domains to ensure they are routed to the correct groups.

If this is helpful, please hit the thumbs-up button and accept the correct solution. By referring to this solution, it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[Community Alums]

hey Abbas_5,
thanks for your reply, i would like to highlight few points here - 
1. In Implementation steps, as you mentioned creating groups in Live Agent > Chat Support Groups , i am not able to find this module , instead we have created group in sys_user_group table and added roles - awa_agent, agent_workspace_user, and interaction_agent , and assigned domain and company to those groups.

2. In Configure Routing - the Live Agent configuration , this module or table is not present .

can you specify the above tables and modules or mention if you are referring to any other plugin than - 

com.glide.cs.chatbot