Virtual Agent not starting up in inbedded iframe unless user visited the servicenow site first.

[Tobias Petterss]

We are working on using Virtual Agent on our external support site for self help. Using this instruction to make it work.
https://docs.servicenow.com/bundle/london-performance-analytics-and-reporting/page/administer/virtua...

Well, it works. on one condition. That the user visit our servicenow instance and what i assume gets a cookie. They dont even have to login. 

If you visit it on a new browser who never been on the servicenow instance website. You get an empty chat without the chatbot starting up. 

It took us a long time to figure out what was happening. Because everyone who tested it from the start was also using servicenow. But the inteended target group are users who does not use servicenow..

[Ashutosh Munot1]

Hi,

Do you use agent chat as well? If yes then is this public or protected with role. Or have you added the instance on the homepage for virtual agent service portal.

Thanks,
Ashutosh

[Tobias Petterss]

Hey, We do not use agent chat yet. And we have not used virtual agent for a serviceportal yet either. It's basicly out of the box plugin activated and installed.

[Ashutosh Munot1]

HI,

Can you show few snapshots.

Ashutosh

[Tobias Petterss]

1. This is how it looks before i get a cookie/visit the servicenow instance.

And after i visit the servicenow instance like this. without logging in.

This is how it looks now. same site. just refreshed it.