Configure live agent support settings for legal services

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • Configure settings to enable live agent support for legal services.

    Before you begin

    • Ensure that you have the following applications installed:
      • Legal Request Management
      • Legal Virtual Agent Conversations
      • Legal Counsel Center
    • Ensure you select Load demo data while installing Agent Chat.
    • Ensure the user has legal fulfiller (sn_lg_ops.legal_fulfiller) role to use the Agent Chat.

    Role required: admin

    Procedure

    1. Install Agent Chat along with the demo data.
      For more information, see Agent Chat and Advanced Work Assignment.
    2. Configure the assignment rule to provide the criteria for routing the chat conversations to live agents in the Legal department.
      1. Navigate to Advanced Work Assignment > Settings > Assignment Rules.
      2. Open the base system assignment rule Legal Chat Assignment Rule.
      3. Update fields as required.
        For more information on the fields, see Configure agent assignment rules.
      4. Click Update.
    3. Configure the work item queue and the associated assignment eligibility.
      1. Navigate to Advanced Work Assignment > Settings > Queues.
      2. Open the base system Queue Legal Chat.
      3. Update fields as required.
        For more information on the fields, see Create a work item queue.
      4. Click Update.
      5. In the Assignment Eligibility related list, open the base system record Legal Department.
      6. Update fields as required.
        For more information on the fields, see Define Assignment Eligibility.