Virtual Agent issue in Portal and how to locate the configuration

[Junyu]

Dear all,

I am creating a Virtual Agent through Agent Chat and put it in the specific portal, it works well.

But when I typed something in the search bar and go into a new page, the Virtual Agent icon in the lower right corner disappeared:

When clicking Chat, the Virtual Agent reappeared, and the conversation inside was completely different from (the one in Home page) what I had set up.

I would like to know how this effect is achieved and if I want to find out why, where should I go to locate this configuration?

[Mark Roethof]

Hi there,

That's correct and due to the widget in the last image. On load, that widget hides the Virtual Agent client. It will be unhidden and toggled when clicking Chat.

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 ,

How can I locate the widget? I want to keep the Virtual Agent conversation of Home and subpages consistent. Thank you.

[Mark Roethof]

It's just a regular Portal widget. So on the pages concerned, ctrl+right mouse click, Page in Designer, locate the widget (most lickely on the bottom).

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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LinkedIn
Community article, blog, video list

[Mark Roethof]

For example:

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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LinkedIn
Community article, blog, video list