How do I bypass/disable Virtual Agent in the Agent Chat window (i.e. go straight to a Live Agent)

Declan Nolan · ‎05-13-2021

I've enabled the Virtual Agent plugins and tested VA via the Service Portal (using a configuration in "Service Portal > Agent Chat"), however I now want to test out an Agent Chat session going straight to a Live Agent, bypassing Virtual Agent. (This is so that we can start with live Agent Chat and introduce Virtual Agent later).

I can't find a way of doing this, can anyone advise specifically what I need to do to configure my instance to allow a Live Agent chat (via the Service Portal) by default?

Thanks,

Declan

Isaac Vicentini · ‎05-13-2021

Hi Declan,

Create your own Setup Topic like this:

Then go to:

Custom Greetings and Setups -> Default chat experience

In the Greeting type topic, link the Setup Topic that you created

Best regards,

Isaac Vicentini
MVP 2025 ✨

If my answer was helpful, mark it as Helpful or Accept as Solution.

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Chris Sanford · ‎06-16-2022

Hi Hardit, I'm trying to get this working but one thing I notice is every time a conversation ends, the option to start a new one is greyed out until the entire page is refreshed. I also noticed you had this issue in your video (around 4:31). Did you ever find a fix for this issue?

keith_schaefer · ‎08-25-2022

Virtual Agent URL parameters

In Service Portal > Agent Chat, you can select the [sp_agent_chat_config] Record relevant to your portal. This record has a server script field wherein you can set 'configObj.live_agent_only' to true/false. (default value is set to evaluate !isVAActive)

I believe this is starting from Rome release onwards.