To what extent can the Virtual Agent be customized through Widget?

[Junyu]

Dear all,

This is an open question:

From this video (https://www.youtube.com/watch?v=100DtpGLBVo) I already know how far we can customize Virtual Agent.

But I found that we may also be able to develop Virtual Agent by means of Widget Editor (In Service Portal Configuration -> Widget Editor).

 

Will it be more customizable this way (like setting a button which can go back one step; changing the style of topicPicker or even having the ability to change the style of every chatbot component)?

To what extent can this method be customized, and can there be a Demo (video or document) to show it?

[Mark Roethof]

Hi there,

Basically you can do anything you want! It's just do any crazy stuff with a widget you can create any custom crazy widget if you are knowledgable on this subject.

The widget just needs to use eventually the $sn-va-web-client-app.do page (your actual Virtual Agent client).

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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[Junyu]

Hi @Mark Roethof ,

Sounds great, but are there any tutorials about it (like on your Youtube channel)?
I tried searching for more customized chatbot content through Widget Editor, but I couldn't find it.

[Mark Roethof]

A tutorial on what exactly? You do have to share a bit what you are after 🙂
Anyway, if it concerns a widget, it has hardly to do anything with Virtual Agent... Service Portal widgets is what you want to look into then. The only thing that ik makes Virtual Agent related, is the client and embedding it to a header/footer.

Going for a custom widget, you do have to have requirements which make this valid! If it's just about a bigger icon, different icon, bigger virtual agent client window, etc... all not valid requirements choosing a custom widget. Then stick with the preferred method which is Service Portal Agent Chat configuration.

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

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

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[Junyu]

Hi @Mark Roethof 

Yes, just the tutorial as you did like https://www.youtube.com/watch?v=100DtpGLBVo, 

In fact, we don't have clear requirements yet, because we don't know how much we can do with widgets.

For "if it concerns a widget, it has hardly to do anything with Virtual Agent":     

yes, we know it should be a completely different part from Virtual Agent, but if it can achieve more functionality (customization), we don't mind starting from scratch 🙂

Here are some posts about my VA customization needs at the time:

1. https://community.servicenow.com/community?id=community_question&sys_id=0164fdb71bf70d14b4b577bc1d4bcb2e

2. https://community.servicenow.com/community?id=community_question&sys_id=442cf8ae1bd70910c552c8031d4bcb2f

3. https://community.servicenow.com/community?id=community_question&sys_id=f2d30be3dbda8150679499ead3961948