Virtual Agent not automatically open when open in another tab

mpmacconnell · ‎09-30-2020

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 · ‎10-30-2020

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.

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kda · ‎04-22-2021

Curios if you ever found a solution to this. We are implementing VA and have the same issue.

Cau Thoong1 · ‎09-01-2021

Hello, were you able to figure out what was causing this and how to fix it?

Patryk5 · ‎01-12-2022

Hi

You need to move Virtual Agent from "Service Portal Agent Chat Configurations" to the footer of your PORTAL.

How to add Virtual Agent to the footer.

Then you can keep Virtual Agent avaible on every page of your portal.

If it helps please mark this as a Helpful and Mark this as a Corrected Solution.

Community Alums · ‎02-18-2022

Brilliant! This appears to resolve my issue.