Embedding Virtual Agent live chat topic in external website

[Steve Kelly]

We want to embed the Virtual Agent on our main website, which is not in ServiceNow. We have followed the SN documentation for allowing the embed of the Virtual Agent external page successfully. However, to start off, we don't want the main Virtual Agent welcome and topic picking experience. Instead, we just want to direct the user to the Live Agent Support topic. It does not seem like adding the sysparm_topic URL parameter works when using the external embed Virtual Agent page, unless I am missing something.

Anyone have any ideas on the best approach to do this?

[User317960]

Do you mind providing a little context on your implementation.  Is your plan to initially roll out Virtual Agent as Live Support only, and then slowly enable/build out additional topics down the road that will allow Virtual Agent to offload your Live Support?  That will help in understanding so we can make sure this is the right approach.

That having been said, to solve your specific ask above, you should be able to edit the General Settings in Virtual Agent and map the Greeting Topic to the Live Agent Support.  

See article below for more details:

https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtu...

[Steve Kelly]

Hi Jason,

So we already have Virtual Agent implemented, with a good number of topics, on our ServiceNow service portal. However, this particular need is to add live chat support to certain department specific pages on our main university website (not ServiceNow), using the external website embed feature. We have three ServiceNow departments that currently offer live chat through ServiceNow. Right now we just have a catch all topic for live chat where the user picks one of the three departments they want to chat with. 

However, my thought was we might split that single live chat topic into three separate live chat department specific topics. That way I was hoping to use the sysparm_topic URL parm to embed the specific live chat topic in each department page on our main site, without the user having to go through the intro and topic selection etc.

Unfortunately, the workaround you mentioned would not be suitable for our scenario.

Hopefully that adds more context.

Thanks,

Steve

[Steve Kelly]

I figured it out, it would help if I was looking at the correct topic table to get the right sys_id 🙂 

[Albert6]

Hi Steve. I'm looking for the same. Do you know if we can do that with standard ITSM package?