Update the service portal chat configuration

Configure the Now Assist in Virtual Agent chat configuration to ensure Now Assist in Virtual Agent loads on your Customer and Consumer Service Portals when CSM chat is enabled.

Before you begin

Role required: workspace_admin

Procedure

1. Navigate to All > Service Portal > Agent Chat.
2. To configure Now Assist in Virtual Agent loading on your Customer Service Portal:
   1. On the Service Portal Agent Chat Configuration page, select Now Assist in Virtual Agent - CSM Chat Config in the Name column.
   2. On the form, enter a value in the Order field.
      Note:

      To display Now Assist in Virtual Agent chat configuration prominently on the portals, set the Order value to be either lower or better compared to the old CSM chat configuration.
   3. In the script box, replace the current script with the following script.

      (function($sp) {
      	var configObj = {portal: $sp.getValue('url_suffix')},
      		isVAActive = GlidePluginManager.isActive('com.glide.cs.chatbot');
      	
      	configObj.liveagent_application = 'csm';
      	configObj.live_agent_only = !isVAActive;
      	configObj.liveagent_queue = $sp.getDisplayValue('sp_chat_queue');
      
      	var cc = new GlideRecord('customer_contact');
      	cc.addQuery('sys_id', gs.getUserID());
      	cc.query();
      	if (cc.next()) {
      		configObj.liveagent_interaction_contact = cc.getUniqueValue();
      		configObj.liveagent_interaction_account = cc.getValue('account');
      	}
      
      	if (gs.isLoggedIn() && GlidePluginManager.isActive('com.sn_csm_b2b_consumers')) {
      		var consumer = new GlideRecord('csm_consumer');
      		consumer.addQuery('user', gs.getUserID());
      		consumer.query();
      		if (consumer.next()) {
      			var accounts = new sn_acct_consumer.AccountConsumerUtil().getAccountFromConsumer(consumer.getUniqueValue());
      			if (accounts.length > 0) {
      				if (accounts.length == 1) {
      					configObj.liveagent_interaction_account = accounts[0];
      				}
      				configObj.liveAgent_interaction_consumer = consumer.getUniqueValue();
      			}
      		}
      	}
      
      	return configObj;
      })($sp);

   4. Select Update.
3. To configure Now Assist in Virtual Agent on your Consumer Service Portal:
   1. On the Service Portal Agent Chat Configuration page, select Now Assist in Virtual Agent - CSP Chat Config in the Name column.
   2. On the form, enter a value in the Order field.
      Note:

      To display Now Assist in Virtual Agent chat configuration prominently on the portals, set the Order value to be either lower or better compared to the old CSM chat configuration.
   3. In the script box, replace the current script with the following script.

      (function($sp) {
      	var configObj = {portal: $sp.getValue('url_suffix')},
      		isVAActive = GlidePluginManager.isActive('com.glide.cs.chatbot');
      	
      	configObj.liveagent_application = 'csm';
      	configObj.live_agent_only = !isVAActive;
      	configObj.liveagent_queue = $sp.getDisplayValue('sp_chat_queue');
      
      	if (gs.isLoggedIn()) {
      		var consumer = new GlideRecord('csm_consumer');
      		consumer.addQuery('user', gs.getUserID());
      		consumer.query();
      		if (consumer.next()) {
      			configObj.liveAgent_interaction_consumer = consumer.getUniqueValue();
      		}
      	}
      	
      	return configObj;
      })($sp);

   4. Select Update.

Result

Now Assist in Virtual Agent configuration takes precedence over the standard Virtual Agent chat configuration for the portal.