Idea ID: 1651629

Make Chat available as a result option from a Virtual Agent question

Status : Waiting for Votes
over 3 years ago

Currently, if you go to knowledge management, submit a query, the result will come back with a list of suggested knowledge articles, option to submit a support case or option to initiate chat.

However, if you submit a question to the Virtual Agent, you get a list of potential knowledge articles and the option to submit a support case.  The option to initiate chat is not available unti later you have submitted a support ticket - so it is not consistent with rest of the product.  Having Chat available as a result option also makes interaction with the system flow better, IMHO. 

The idea is to make Chat option available as a result option for Virtual Agent question.  Or, make this an option that you can enable so the customer has the option to enable or disable chat as part of the result in Virtual Agent question. 


  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

    For SMAX this would meaning making chat available before the ticket, whether from search or VA. For SMA SP for SM, it's a little differnt. Voters - please specify what you're voting on