Restrict agent chat to one company

[meeeeeeshel]

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.

[Musab Rasheed]

It is simple thing to do, you just have to create queues in advance work assignment and specify company name, please see below links.

https://www.servicenow.com/community/developer-forum/multiple-live-agent-chat-routes/m-p/1807961

https://milestone.tech/customer-service-management/how-servicenow-agent-chat-and-its-supporting-feat...

[meeeeeeshel]

What I want is different to that. I don't want multiple queues for chat. I want one company to have the chat visible, and no icon visible for anyone else. I am able to do it by roles but i'd like to use user criteria if poss.

[Musab Rasheed]

User criteria is not possible for this, stick to roles only.

[Tricia Cornish]

Hi @meeeeeeshel 
What you may want to consider is hiding live agent from the header menu (so no one sees it) and then editing the "Live Agent" topic with a topic properties for context variable applicability and a decision to determine the "company-enabled" v "non-company enabled". 
I'm sure there's a way to script the menu to hide the Live Agent option - I don't know what that is but if it's in the menu, that might be a good alternative, yes? 

We'll use "VIP" v "non-VIP". "VIP" can use the agent chat, non VIP will only be able to create a ticket.
You can use topic applicability to display the Live Agent topic in the "show me list". When the context variable is VIP (context variable could be populated from the user), applicability is "true", otherwise "false". (true displays the topic, false hides the topic). 

Both user types can say "i need help", " I want to talk to a human", or "live agent" - those utterances can call the live agent topic.
Edit the Live Agent topic with a decision so that if the user context is VIP, they get routed to the Live Agent; if the user context is non-VIP, they get routed to create a ticket. 

Hope that gives you some ideas! 

[meeeeeeshel]

Thanks for the ideas. I think the problem is, we don't want some users to see the icon at all, so no questions asked if that makes sense. For most users it remains invisible and no change to their current  functionality. For a set of users, we want to make it both visible and functional just for agent chat.