How to host multiple instances of the Virtual Agent?

[Mikael Karlsson]

We are new customers currently rolling out ITSM.

We have some old specific use-cases we need to bring with us into ServiceNow without necessarily getting the specific modules yet One of these is a Sustainability Chatbot FAQ style which our ESG staff uses.

Is it possible to have a separate instance of the virtual agent which only answers topics from this certain FAQ KB? Or does this content have to live together with the "IT" chatbot, if so, can we work around so that if launched through a certain URL (parameter) it only chats about this specific topic?

I've heard that there can only be one instance of the agent per SN instance but I believe my use-case is possible since i assume that when having the HR portal for example, that bot would only handle HR related topics?

[Mark Roethof]

Hi there,

You could have mutliple instances of the Virtual Agent client active. Have a look at the Agent Chat configuration, and notice the configuration options, per portal, role, etc..

Also notice the scripting part there. You could add for example which topic needs to be applied, etc..

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Mikael Karlsson]

Thanks for the reply.

Sorry but I'm not seeing any option for per-portal/role instance config of the agent.

If you have any screenshot or doc reference it would be great.

[Mark Roethof]

So where are you looking at then? If I just open a new Agent Chat configuration record:

So with this you could already have multiple instances. Your question is a bit deeper, though you can use the server script field, for example to choose which branding, which topic, etcetera.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Mikael Karlsson]

Thanks.

I'm on San Diego and only seem to have the simplified/new configuration homepage. I found an article which showcases what you sent and that doesnt seem to be relevant after rome?

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/live-agent/task/configure-virtual-agent-for-sp.html