Hide topics from live chat

[Apaul]

How to hide check ticket status and Show me everything button from live chat?

[Dr Atul G- LNG · Accepted solution]

Hi @Apaul 

We are implementing the same for our customer, so here are the steps:

1. Go to Virtual Agent Designer

2. Open the topics

3. Then navigate as shown in the screenshot"

4. Toggle off the third option."
5. Clear cache and try.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0854563

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1113653

Could you please attach the screenshot? There seems to be an image loading issue on the community platform.

[Service_RNow]

@Apaul 

You can control these buttons via the "Branding Settings" in the Virtual Agent configuration.

Steps:

1. Go to Virtual Agent > Settings > Branding in ServiceNow.

2. Scroll to Web Client Settings.

3. Look for these two toggles:

   • Show "Check Ticket Status" Button → Uncheck

   • Show "Show Me Everything" Button → Uncheck

4. Click Save.

Please mark my answer as Accepted as Solution & hit helpful button if it helped you.

Thanks,

[GlideFather]

Hi @Service_RNow, could you please show me a screenshot from your PDI how to do the solution?

Nothing like System Properties > Virtual Agent exists in my PDI:

Also none of the mentioned properties exists, or how can I find them, are they created after some plugin installation? Can you please elaborate more on that?

Steps:

1. Go to Virtual Agent > Settings > Branding in ServiceNow.

2. Scroll to Web Client Settings.

3. Look for these two toggles:

   • Show "Check Ticket Status" Button → Uncheck

   • Show "Show Me Everything" Button → Uncheck

There is no Web Client Settings anywhere

There is only Web client configurations but it is a toggle for notification in your browser:

Please let me know how to achieve it or where did you get it from, it doesn't seem right

[Dr Atul G- LNG]

It seems that @Service_RNow  answer was generated by ChatGPT and may have been pasted without being reviewed first.

[GlideFather]

Yes, 100 %. I didn't want to blame for it but it seems so. 
The text doesn't look to be written by a human.

It's ok to use it but it shall be done ethically - inform about the fact that it's been generated by genAI and that there is no guarantee about the accuracy.

I was so surprised that this suggestion could actually work as I have been around Virtual Agent configs a lot lately and seemed too odd to me :))))

You solution Dr Atul looks better! I will try later today.

EDIT: Dr Atul's and Ankur's as well...