Default Chat Experience Always Used

[Chris Locke]

Hello, experts -

My apologies if this question has been asked before.  I am trying to set up a custom chat experience that will be used on a specific portal, and the Default Chat Experience is always the one that launches.

I have added the context "portal is title_of_my_portal", but that doesn't fix it.  I also tried "portal is url_suffix" and "portal contains /url_suffix", just in case I was configuring the wrong data.

I have noticed when I test my custom chat experience, if I close the test without finishing or ending the conversation, and then if I go to my portal, it picks up the conversation where testing left off.  It then uses the custom Closing setup topic I configured for my chat experience, and starting a new conversation uses my custom Greetings setup topic.  Logging out of ServiceNow and logging back in, accessing the portal, and launching the chat initiates the default Greetings setup topic.

I then tried adding "skip_load_history" to start a fresh new conversation whenever opening the chat, hoping it would realize what portal I was on and use the custom chat experience.  Nope.  Default greeting and closing topics were always used.

I must not be the first one to struggle with this, and there must be something I'm missing in the configuration.  I just don't know where to start.

Thanks,

Chris

[Lynda1]

I am guessing you went to the custom greetings & Setup to add a new greeting to display on this other portal.

I guess I am the Bearer of bad news, last I heard, we only have one Virtual Agent, so what you experienced is to be expected. You can have the VA give a different greeting on different pages, but it is the same VA.