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,

This may be because the Chat is not marked as public and you need to login.

Thanks,
Ashutosh

[Tobias Petterss]

Hey Ashutosh. Thanks for taking time to answer.

1. How do i mark is at public?

2. I do not have to login. It works for any user without an account if they just go to the loginsite. Without logging in.

[Ashutosh Munot1]

HI,

We can do it using below way:

1) Go to Agent Chat in left navigation

2) Open it and configure Service POrtal configuration.

Thanks,
Ashutosh

[Tobias Petterss]

Hey, we are not using the serviceportal solution at all atm. We want to use only the virtual agent embedded on a external site.

The topics themselves are set to public already.

[Community Alums]

Hi Tobias,

This is happening because you are allowing guest users to login in Virtual Agent embed URL. The guest users will not be allowed to see any of your custom topics.

Solution:

1) Go to script includes, search for SAML2_update1 and then Search for:

needNavFrame: function(requestURI, request) function

2) Add the following code in this
 if (requestURI.indexOf("sn_va_web_client_app_embed") >= 0)
        return false;

After this all users who are not logged in will be prompted to login. Let me know if any questions.

Please mark this comment as Correct Answer if it helped you.

Cheers,

Hardit Singh