Hide Contact Support option from Virtual Agent widget

Ivan Delchev · ‎03-09-2020

Hi guys,

Is there a way to hide the Contact Support icon in VA widget (the 3 vertical dots in the upper right corner)?

Thank you!

Regards
Ivan

Mark Roethof · ‎03-09-2020

Hi there,

Yes 🙂

We achieved this by making all properties under "Agent Contact" (Collaboration > Branding Setup) empty.

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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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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Ivan Delchev · ‎03-10-2020

Hi Mark,

I am afraid this isn't working in my case. I have already tried to remove all the properties you've mentioned, but the result I got is that the 3 dots are still there and active but when you click on them the pop-up menu is empty. This is not a solution for us, because it looks like it is broken and may confuse the users.

Regards

Ankur Bawiskar · ‎03-10-2020

Hi Ivan,

there is known problem for this; check below link

https://hi.service-now.com/kb_view.do?sysparm_article=KB0745460

clearing all the 5 system properties should disable the chat support options but this is not happening and will be fixed in NewYork Patch 6

check your instance patch version

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Mark Roethof · ‎03-10-2020

This does not feel correct.
We are not on patch 6 and we do have the options cleared as shown. So there has to be something else going on here.