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

danielhulin
Tera Contributor

3 weeks ago

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.

Labels:
0 Helpfuls
  • 407 Views
3 REPLIES 3

Chris D
Mega Sage

3 weeks 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

3 weeks 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.

0 Helpfuls

Chris D
Mega Sage
In response to danielhulin

3 weeks ago

A Processor (System Definition > Processors, sys_processor) may be what you're looking for. I only just found out about them, but they're the native way to do a redirect - though they can be scripted and be much more powerful than simple redirects. (Though in your case, it's a simple redirect.) And they have an active flag so I suppose you can deactivate them on will too (though likely require admin access ootb).

Edit: I just noticed that we can't create them - only maint - and a quick search reveals that they apparently are deprecated in favor of Scripted REST APIs as of Xanadu... not sure that those are a direct replacement for this redirect functionality, but if you don't mind a little customization, you can create another ACL or just enable admin override and get around this ootb ACL.

0 Helpfuls