Can you restrict Virtual Agent to a specific group or users?

[Khalnayak]

We are looking to introduce Virtual Agent to our production instance.

Can we restrict Virtual Agent to only a specific group/groups or specific users?

[Mark Roethof]

Hi there,

If using Agent Chat configuration, you can easily use any combination user portal and roles. If wanting different specifics, like location/groups/etc, then you need to embed the widget to the portal header or footer. There you can use user criteria or edit the widget itself.

Topics can also be given conditions for who to see. 

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

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

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[Khalnayak]

Thanks Mark,

just to clarify, how can we restrict Virtual Agent to specific users/groups?

[Mark Roethof · Accepted solution]

Like I mentioned: If using Agent Chat configuration, you can easily use any combination user portal and roles. If wanting different specifics, like location/groups/etc, then you need to embed the widget to the portal header or footer. There you can use user criteria or edit the widget itself.

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

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

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Community article list

[Eric M]

Hi, Like Mark mentioned you can do it at the widget level. another option is to handle it within the greeting topic which is the path we selected since we have a very complex global deployment. we give our customer 3 options depending on the country they are in. 1. live chat only, 2. virtual agent and live chat and 3. local service desk contact information.  We have a system property we created that the VA greeting looks at to handle the 3 options.

Eric