How to create support chat conversation off of an existing incident with a chat agent

This article explains how to create connect support chat conversation off of an existing incident with a chat agent.

Create a UI action called "Chat" on the Incident table with the following script

function chatRedirect() {
var queueID = 'b05cfd27d70122004f1e82285e61038d'; //sys_id of the chat queue you need to redirect to
location.href = '/$chat_support.do?queueID='+ queueID +'&fromTable=incident&fromSysID='+ g_form.getUniqueValue();
}

Create an after insert business rule on the chat_queue_entry table with When to Run condition Selected as ' From Type' is 'Incident' and following script.

(function executeRule(current, previous /*null when async*/) {

var inc = current.from_id.getRefRecord();

var groupID = current.getValue('group');

var profileID = '';

var linkUrl = "/incident.do?sys_id="+inc.getUniqueValue();

var linkName = inc.number+': '+inc.short_description;

var msg = "@L["+linkUrl+"|"+linkName+"]";

var grProfile = new GlideRecord('live_profile');

grProfile.addQuery('name', 'Cloud Support');

grProfile.addQuery('document', current.getUniqueValue());

grProfile.query();

if (grProfile.next()) {

profileID = grProfile.getUniqueValue();

}

var data = {

message: msg,

group_id: groupID,

from_profile: profileID

};

//add link if we have a valid one

if (linkUrl) {

data.links = [

{short_description: linkName, url: linkUrl}

];

}

var output = JSON.stringify(data, null, 4);

gs.log(output);

return new LiveFeedMessage().postMessage(data);

})(current, previous);

Click on the Chat UI action and it will redirect you to the connect support page. Enter some text and hit "Send" in the support conversation. You will see a connect support conversation created with a connect card displaying incident details.