Virtual Agent not automatically open when open in another tab

[mpmacconnell]

We currently have the Virtual Agent where it is presenting links to articles and catalog items. When you click these links, they open in a new browser tab. The Virtual Agent then automatically pops open on the second tab. We have it configured to clear the history, so this looks like a whole new session.

Is it possible to have the virtual agent setup so it does not automatically open up on the second tab? Need some help configuring this.

[peter_repan · Accepted solution]

You have 2 options: enable VA on each page in Service Portal or only on specific page (legacy approach)

• Service Portal Agent Chat Configuration: Define a configuration that enables the chat client to persist across all portal pages for selected portals. End users can engage in chat on any portal page in specified portals.
• Configure the legacy Service Portal widget for Virtual Agent: Add the Legacy Virtual Agent Service Portal widget to a single, selected portal page, from which your end users run the chat client.

[mpmacconnell]

We want our VA to work just like the on on the HI portal. They have is configured there to work the way we expect. I currently have a HI ticket open on it, but waiting for a response.

[peter_repan]

It is definitely not a nice approach but what you can potentially do is to update the CSS of your portal and hide the "button"/"chat window" element which is triggering the chat / containing the chat window. 

If you find in the DOM of the portal page the DIV element which contains the chat, you can specify CSS with property "display:none" which will hide the chat on other pages.

In the front page you add extra CSS which will overwrite the hide functionality and it remains visible.

[Anushree3]

Hey, I have a similar requirement, were you able to get any response on your HI ticket?