How to enable Virtual Agent on specific Portal?

jschaenzle
Tera Contributor

‎01-09-2024 12:59 PM

I recently inherited a SN instance and I am going to be working on building a Virtual Agent to support IT requests. This instance has an employee portal set up and when I go to it I see the chat icon is already present. When I click the chat icon, a chat window opens and immediately displays text which says "There are no live agents available at the moment. Please try again later.".   It looks like, for this portal, the Live Agent is enabled instead of the Virtual Agent. Where is that configuration made?

 

I tried going to Conversational Interfaces -> Virtual Agent -> Custom Greetings & Setup -> Default chat experience (which is the only one) -> Setup Topics and checked the Greeting topic. It is configured to a custom Topic but that topic doesn't launch a Live Agent.

 

Any suggestions would be appreciated. Thanks!

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Tricia Cornish
ServiceNow Employee
ServiceNow Employee

‎01-09-2024 04:14 PM

@jschaenzle 

To activate VA / chat on the portal, the configuration is (Menu Navigator: Service Portal > Agent Chat). In that configuration, there is to direct users to Live Agent Chat only, You might see another portal (i.e service portal) that has configuration but is not active- turning on the chatbot is portal-specific.  Here are a couple of screenshots of my Agent Chat that I use to demo different configurations. 

TriciaCornish_2-1704844769231.png
As an example, my service portal bot activation is not available before login (not public), uses ec_branding. You might have a portal config in your instance, it's might not active.  

TriciaCornish_3-1704844822766.png

This is how my agent chat is configured to demonstrate Live Agent only from the VA (if it were active): 

TriciaCornish_4-1704844922077.png

After you activate the bot for VA on the portal (and change the setting for Live Agent only), define a custom chat experience for that portal. It's not a 1:1 relationship - the Custom Greetings and Setup allow you to create custom branding and different topic elements by device type, portal, context etc. 

TriciaCornish_5-1704845223072.png

 

 The default chat experience is the "catch-all" so you don't have to define all the topics topics for your conversation structure. 

Hope that helps! 
Tricia