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?

[Junyu]

Hi @Mark Roethof ,

Thank you for your reply, I find it and close the "Chat" presentation, but the Virtual Agent will be disappeared. I don't want to hide the Virtual Agent client. Then what should I do?

Thank you.

[Mark Roethof]

Don't understand your comment. Can you rephrase or show an example of what you did?

If I remove the widget instance concerned from the page, the Virtual Agent client icon is immediately visible.

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 ,

I didn't remove the widget but just uncheck the 'Chat' channel.

Then in the portal typed something in the search bar and found the Virtual Agent icon disappear.

How to edit the widget to not let VA be unhidden and toggled?

[Mark Roethof]

Then you would need to clone and edit the widget.

Is that acceptable?

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

[Junyu]

Hi @Mark Roethof ,

I think we can change the conversation content of this new(toggled) Virtual Agent after clicking on Chat.

I found the widget "Request Help Channels" but can't find which Virtual Agent topic it uses, do you know where it is?