How to configure Live Chat on Service Portal

Follow these steps to configure Live Chat. Live Chat is defined when the chat is initiated from the portal using the Virtual Agent widget, and the agent accepts the chat from the Connect Support window.

Note: Live Chat and Live Agent are two different concepts. Live Agent routes the chats to an Agent Workspace and requires AWA to be installed on the instance.

All supported releases.

In this scenario, you have to setup two Live Chats on /sp and /esc portals.

1. Go to /sp_portal_list.do
2. Add the Chat Queue column.
3. Double-click on the cell and add the respective Queue (shown in the following image)
   
   
4. Go to sys_cs_live_agent_setup.do
5. Under HR Fulfiller UI, select Connect.
6. For /esc portal, under HR Queue, add the chat queue name (same as step 3).
7. Do the same for ITSM Fulfiller UI for /sp portal.
8. Under Global Fulfiller UI, select Connect.
9. Provide a Global Queue. It could be one of the previously mentioned queues or a separate queue. 
   Without the global queue, the Live Chat will not work as expected. See the following image. 
   
   

If you want to have the queues available at different schedules, you can add the schedule in the chat_queue record page.

For additional information, see How to define a chat queue from the Virtual Agent Service Portal Widget.