How to make visible Virtual Agent, only for specific users or countries?

GiovanniMaD · 4 hours ago

Hi,

I would to know how to configure the visibility of Virtual Agent chat (the Pop-up that appears in the catalog portal), for a specific country.

I understand how to do it with topics, I just need to know if there's an UC specific to make it visible or hidden for some users.

Thank you

Dr Atul G- LNG · 2 hours ago

Hi @GiovanniMaD

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830796

Resolution

To display the VA icon in the service portal using Agent Chat configurations(sp_agent_chat_config):

Uncheck the "Public" option and specify the required roles to ensure the VA icon is visible only to selected users.

If you are using Virtual Agent Service Portal Widget (sn-va-sp-widget) widget, please specify roles on the widget.

Follow knowledge article KB0960018.

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Tanushree Maiti · 55m ago

Hi @GiovanniMaD

Refer these resources:

https://www.youtube.com/watch?v=x4AwX1FqfCo

Display VA chat icon as per user location

KB0830796 Restrict the Virtual Agent Icon to only be displayed to specific users

Display VA chat icon as per user location

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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