Hide topics from live chat

Apaul
Tera Contributor

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

Apaul_0-1753430603205.png

 

2 ACCEPTED SOLUTIONS

Dr Atul G- LNG
Tera Patron
Tera Patron

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.

 

DrAtulGLNG_0-1753431502907.png

 

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.

 

 

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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View solution in original post

Ankur Bawiskar
Tera Patron
Tera Patron

@Apaul 

Check this docs and it talks about show/hide Show me everything option, see if that helps

Hide or reveal the Show me everything button 

"Check Ticket Status" is a topic which is OOTB, deactivate that by selecting the correct scope.

AnkurBawiskar_0-1753433014590.png

 

If my response helped please mark it correct and close the thread so that it benefits future readers.

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

View solution in original post

6 REPLIES 6

Service_RNow
Mega Sage

@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,

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:

KamilT_0-1753431487336.png

KamilT_1-1753431493096.png


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?

KamilT_2-1753431556757.png

 

 

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

KamilT_3-1753431686887.png

 

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

KamilT_4-1753431863107.png

 

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

———
/* If my response wasn’t a total disaster ↙️ drop a Kudos or Accept as Solution ↘️ Cheers! */


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

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

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...

———
/* If my response wasn’t a total disaster ↙️ drop a Kudos or Accept as Solution ↘️ Cheers! */