Virtual Agent in Service Operation Workspace

[Lola8]

Hello!

I want the similar bubble chat with a virtual agent as we have in the employee portal but on the Service Operation Workspace.

The objective is to be able to have a Help Agent on SOW that leads us through a check - list in order to know if we could close an incident or not.

Something like:

User: I want to close my incident with all the necessary documentation

Agent: What incident is it?

User: INCXXXXXX

Agent: I see this is a Serious Type incident.

Have you checked that the Dates fields are correct?:

<image of where the fields are and what son they are>

User: Reviewed

Agent: Have you registered the outages correctly?

...

Agent: If there has been an economic impact, have you registered it?

And so on...

I already have created the topic for this in the Virtual Agent Designer, indeed when I tested it looks nice, but I need the last part to have the chat enabled for use this on SOW.

How can I achieve this please?

Maaaany thanks in advance.

[Lola8]

and Lynda, how can I use or how can I have merged the "Playbook" with my topic created in the Virtual Agent Designer?

Thanks!

[Lynda1]

I have not seen a way to do this in Playbooks since they are using Flows