What is the difference between EC Polaris and ESC Chat in Service Portal Agent Chat Configurations?

[Daichi Ishikawa]

I try to use a Virtual Agent in Employee Center.

There are two Service Portal Agent Chat Configurations which are "EC Polaris" and "ESC Chat" as OOTB.

What is the difference for them? I know one answer is Server script, but I don't know what it means (why there are two).

Any help would be greatly appreciated!!

Thank you!!

Service Portal Agent Chat Configurations

EC Polaris

ESC Chat

[Mark Roethof · Accepted solution]

Hi there,

These are just the out-of-the-box provided Agent Chat configuration records. Why ServiceNow left two out-of-the-box, no clue, don't see a reason for it since the scripts are not spectacular. The one with the lowest order (EC Polaris) when active=true will be the one displayed first on your portal. 

[Daichi Ishikawa]

@Mark Roethof 

Thank you for your quick reply! I try to use EC Polaris at first.