Virtual Agent - Add Create an Interaction to New Menu Item

[JayAdmin_16]

Hi All, I'm still quite new to ServiceNow and have been lingering through documentation/community posts. Hoping someone a bit more seasoned can help me here. 

A business requirement that we've been asked to explore is when you open a new chat window with the Virtual Agent on Service Portal > Support Options (circled in the screenshot). There is an option to connect to a live agent, but doesn't seem like there's an option to select "Create a New Interaction", which is what we'd like to implement. 

I've explored Conversational Interfaces > Settings > Branding > View All > [SELECT VA] > Menu Items, but it doesn't seem like there's an option to add "open an interaction". We'd like this functionality implemented in the event a end-user needs to leave the conversation abruptly, and navigates away before the VA/User is able to trigger a live support agent. 

Any input would be appreciated, thanks! 

[Muralidharan BS · Accepted solution]

in the branding, Menut items, create new > Type Link

Table name - sys_cs_branding_setup, you may have to add the related list.

result

[JayAdmin_16]

Thanks Muralidharan, this was exactly what I was looking for! 

I'd just like to add though for any other new ServiceNow people coming across this post, that the Interaction link doesn't redirect the end-user in Employee Center, which didn't fall in line with the requirements I was following. (highlighted by Chris D's post) 

Instead as a workaround solution to fit in line with our requirements, I created record producer to create a call, making it available on the service portal and linked it using Muralidharan's steps, but instead of the value being /interaction.do I changed it to the link on the Employee Center's Record Producer link. However, the record producer link didn't fit the character limit. 

To edit the value, I went to the va_branding_contact_menu table > Select the Menu Item > Right click the word "value" in the value field > Configure Dictionary > Change the max length of the Value. 

Thank you to those who took the time to comment, it really helped!  

[ThuD]

Do you know how to change color of audio notifications switch at the bottom?

[Chris D]

Fwiw, an Interaction is created automatically for every chat (VA and/or Live Agent) - if you wanted to address a user leaving a chat abruptly, I would recommend considering doing something with that and/or the ootb inactive chat auto-close functionality.

That said, I can't imagine a user having any idea what to do with a button that says "Open an Interaction" - and imo it doesn't even make sense... a user does not open an interaction by themselves - the whole point of an interaction is that it's live/synchronous between two parties: an agent (live/virtual) and a customer, whether that's a chat, a call, or a walkup. An interaction is not a long-standing asynchronous work item like a request. Perhaps you may want to consider looking into Universal Request functionality.