Bypass virtual agent and go to live agent in service now with link.

danielhulin
Tera Contributor

yesterday

Hello,

 

In our environment for emergencies we want give users a URL that when used bypasses the virtual agent and queues them directly for live agent assistance. Anyone aware of the process for this. Ideally we have a way to activate and deactivate this URL/function.

 

Thanks in advance.

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Chris D
Mega Sage

4 hours ago

I'm interested in similar - specifically triggering a particular topic based off a URL.

I had this functionality (start topic from URL - which could be the live agent topic) built into a customized VA "legacy" widget from years ago but since they've moved away from the widget, I've not found a way to do it.

With the widget, I loaded the  $sn-va-web-client-app page with the sysparm_topic_id parameter pulled from a URL parameter like this:

$ctrl.vaSource = '/$sn-va-web-client-app.do?sysparm_nostack=true&sysparm_stack=no&sysparm_skip_load_history=true&sysparm_topic_id=' + topic_id_parameter;

 I suppose you may still be able to use this page and parameter but it'd give you a full-screen VA chat and not the native "pop up" chat within the Portal experience.

danielhulin
Tera Contributor
In response to Chris D

4 hours ago

What I did find was using '$sn-va-web-client-app.do?sysparm_live_agent_only=true' which opens a full dedicated window that loads into a live agent queue. What I want to figure out now is how to make the link temporary and give it a alias. Otherwise my users will abuse it.

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