Enabled live chat in Service Portal

[utente]

Hi all,

I need to enable the live chat in Service Portal.

When an employee is connected, other people see he connected.

But is they send the chat messages to him, it doesn't arrive at him.

The chat messages are visible (and so, usable) only when the user connects to the normal ServiceNow page (no, service portal).

How can I enable the chat also in Service Portal?

Best Regards,

Vincenzo

[shloke04]

Hi,

You can set the Chat functionality in Service Portal as mentioned below:

1) Create a New Queue entry under Collaborate Support Administration as shown below:

2) Navigate to Portal Module under Service Portal Application Menu and add the queue entry created in Step 2 in Chat Queue entry field(If Not there add it to the Form Layout) of the Portal page as shown below:

Hope this helps. Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[utente]

Hi Shloke,

In first, thanks for your help

I have done the previous step, now is present in the portal the voice "Live Chat" on the navigation bar.

However, when I try to click the button the system it opens a window with page not found.

here the screenshot:

I have noted that when I had searched the word "queue" in the portal,

the module was under "Social IT" and not in "Collaborate"

here a screenshot:

I don't know if it was the problem, furthermore the plug-in "Collaborate" it's installed on the system.

furthermore the plug-in "Collaborate" it's installed on the system.

So, for now, the chat don't work

Best Regards,

Vincenzo

[shloke04 · Accepted solution]

Hi,

In Order to setup a Queue, you need to define that under "Collaborate" module as shown below:

Queue under Social Application was for the Legacy Chat configuration. In order to work perfectly you need to define it under Collaborate Application Menu only. If the Collaborate menu is not activated then you need to navigate to "Plugins" Module and search for "Collaboration" and activate the same by opening the Plugin Record and then click on "Activate/updgarde" Related link as shown below:

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[Rushit Patel2]

make sure you have below two plugins activated.

Connect Support

Connect Support and Service Portal Integration

also this property must be active(it will disable old chat.).

Connect Support	1.0.0	Active	com.glide.connect.support
Select record for action	Preview	Connect Support and Service Portal Integration

(please mark helpful/like/correct if it helps)