Virtual Agent (Lite version) ending Chats before they even start

Dillin Bradley
Tera Expert

‎06-12-2024 08:37 AM

Hello,

I am looking to setup just the basic Virtual agent on the ESC and I have published all the OOB topics installed and published the ITSM lite conversations and whenever a user try's to use the VA on ESC it immediately prompts them with the below message. No one is able to use it. We aren't looking for Live agents just the basic VA.

 

Starting a new conversation will result in the same message.

 

DillinBradley_0-1718206657717.png

 

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Lynda1
Kilo Sage

‎06-14-2024 03:29 PM

I did a quick search to see if I can help with this. It appears that VA Lite is on the SP only and you need to add it to the ESC portal

 

Add your bot to a portal (servicenow.com) <-- a possible solution.

 

From another document:

(Optional) Configure Virtual Agent Lite for additional portals.

Virtual Agent Lite appears in the Service portal by default.

 

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