Restrict agent chat to one company
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08-06-2025 03:46 AM
Hi,
we want to enable agent chat just to one company. I wonder if anyone can help with how I can achieve this? I can't seem to find a way to use user criteria on agent chat.
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08-12-2025 06:46 AM
Have you tried All > Service Portal > Widgets > select "Virtual Agent Service Portal Widget" > related lists. There you can set the user criteria.
First, ensure that you are using the (legacy) widget rather than the Service Portal Agent Chat configuration: https://www.servicenow.com/community/virtual-agent-nlu-articles/am-i-using-service-portal-agent-chat...
BR
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08-12-2025 07:17 AM
I think we are on the new configuration 😞
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08-12-2025 08:13 AM
thanks, I don't seem to have the legacy widget unfortunately.
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08-13-2025 12:20 AM
Same here. We’d love to scope visibility to one company via user criteria, but we’re not on the legacy widget as well. Our fallback is a custom role auto-assigned (via business rule) to users in that company. We’ve held off for now in case there’s a better solution. If you find one, please share—thanks!
