Virtual Agent Customizable Chat Menu [Paris]

[Mark Roethof]

Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

Hi there,

A frequently asked question concerning Virtual Agent: Can we add our own Chat Menu items? Up to the Orlando-release: No, not possible. This is controlled within the $sn-va-web-client-app.do page, a page we cannot access. With the Paris-release though, Eureka: customizable Chat Menu options!

Chat Menu

The chat menu provides default options for contacting support. Out-of-the-box this looks like:

You are able to disable these options, or to change the string text shown. Though the actual behavior of the Chat Menu items can not be changed up to the Orlando-release. Also adding your own Chat Menu options is also not possible up to the Orlando-release.

Paris-release

With the Paris-release, the "Branding" module has been renamed to "Branding and Chat Menu". When looking at the Branding Setup, a Related List "Menu Items has been added".

Customizable Chat Menu

Options like changing the values or disabling the present Chat Menu items still exists. Though now, you are also able to add your own Chat Menu items!

When adding your own Chat Menu item, the options are:
- Adding your Label;
- Selecting a type (Email, Link, Text, Phone);
- Defining the Order in which the Chat Menu item is displayed;
- Applying a Default icon or adding your own.

For this Community article, let's add a link to the ServiceNow Paris-release notes:

Result

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And that's it actually. Hope you like it. If any questions or remarks, let me know!

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Kind regards,

Mark Roethof

ServiceNow Technical Consultant @ Quint Technology
1x ServiceNow Developer MVP

1x ServiceNow Community MVP

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LinkedIn

[Eric M]

If only they would have thought about putting a visibility option on it. large organizations don't have a single phone #. so you need the option for by user location/country etc.  

Thanks for the overview of Paris. 

Eric 

[Yasmin]

Thanks for the article Mark. Do you know if there is a library of icons we can access to add new icons for each new menu items we add into the chat menu support? Or do we just add our own icons? 

Regards!

Yasmin

[Mark Roethof]

Hi Yasmin,

I don't see an option to use a library here. Only options are using the default icons or unchecking that field and selecting a file to upload to the instance.

Kind regards,
Mark

[JC S_]

Let's make this a reality by voting on the Idea Portal! I submitted just this very concern here. The built-in user criteria restriction of ServiceNow is our solution here.

[Mary Beth Hutch]

Thank you for the information! Is launching a topic, an option in the Type dropdown? We have a requirement to ask a few questions of our uses, prior to allowing them to "Transfer to a Live Chat Agent" - we are stuck in Orlando, because we cannot change the topic that is called when Live Agent is accessed from the Contact Support Menu.

[Mark Roethof]

Hi there,

Don't picture a solution for what you are describing. Do understand your question and can imagine why using that (could be useful!), though don't see a way of achieving such 😞

Kind regards,
Mark

[Brandon R1]

In Orlando, where are the values in the Branding Setup such as Chat Header, Call Label, and Chat Label stored?? I located system properties such as sys_cs_branding_setup but it only contains the default values.

Thanks,

Brandon

[Mark Roethof]

Hi there,

For Orlando:

Table:
sys_cs_branding_setup

Out-of-the-box, record:
Default Branding

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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LinkedIn
Community article, blog, video list

[Jasmine Jenny M]

Hi @Mark Roethof,

I wanted to know where from is 'Estimated wait time:' in Contact Live agent menu item is coming from.

I know that the wait time is calculated from a business rule, but wanted to know from where is this 'Estimate wait time:'  string is displayed and translated.