---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Update the service portal chat configuration

# Update the service portal chat configuration {#ariaid-title1}

* Release version: Xanadu
* 
* Updated November 4, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Configure the Now Assist in Virtual Agent chat configuration to ensure Now Assist in Virtual Agent loads on your Customer and Consumer Service Portals when CSM chat is enabled.

## Before you begin

Role required: workspace_admin

## Procedure

1. Navigate to AllService PortalAgent Chat.
2. To configure Now Assist in Virtual Agent loading on your Customer Service Portal:
   1. On the Service Portal Agent Chat Configuration page, select Now Assist in Virtual Agent - CSM Chat Config in the Name column.
   2. On the form, enter a value in the Order field.  
      Note:  
      To display Now Assist in Virtual Agent chat configuration prominently on the portals, set the Order value to be either lower or better compared to the old CSM chat configuration.
   3. In the script box, replace the current script with the following script.  

          (function($sp) {
          	var configObj = {portal: $sp.getValue('url_suffix')},
          		isVAActive = GlidePluginManager.isActive('com.glide.cs.chatbot');
          	var CSM_PORTAL = "89275a53cb13020000f8d856634c9c51";
          	var SP_POLARIS_THEME = "f548bd34845a1110f87767389929c667";
          	
          	configObj.liveagent_application = 'csm';
          	configObj.live_agent_only = !isVAActive;
          	configObj.liveagent_queue= $sp.getValue('sp_chat_queue');

          	var cc = new GlideRecord('customer_contact');
          	cc.addQuery('sys_id', gs.getUserID());
          	cc.query();
          	if (cc.next()) {
          		configObj.liveagent_interaction_contact = cc.getUniqueValue();
          		configObj.liveagent_interaction_account = cc.getValue('account');
          	}
          	if (gs.isLoggedIn() && GlidePluginManager.isActive('com.sn_csm_b2b_consumers')) {
          		var consumer = new GlideRecord('csm_consumer');
          		consumer.addQuery('user', gs.getUserID());
          		consumer.query();
          		if (consumer.next()) {
          			var accounts = new sn_acct_consumer.AccountConsumerUtil().getAccountFromConsumer(consumer.getUniqueValue());
          			if(accounts.length > 0){
          				if(accounts.length == 1){
          					configObj.liveagent_interaction_account = accounts[0];
          				}
          				configObj.liveAgent_interaction_consumer = consumer.getUniqueValue();
          			}
          		}
          	}
          	//checking if Polaris theme is associated with CSM Portal
          	var gr = new GlideRecord("sp_portal");
          	if(gr.get(CSM_PORTAL) && gr.theme == SP_POLARIS_THEME)
          		configObj.branding_key="polaris-light";
          	
          	return configObj;
          })($sp);

   4. Select Update.
   {#config-conv-features-agent-user__substeps_gv3_xnt_gdc}
3. To configure Now Assist in Virtual Agent on your Consumer Service Portal:
   1. On the Service Portal Agent Chat Configuration page, select Now Assist in Virtual Agent - CSP Chat Config in the Name column.
   2. On the form, enter a value in the Order field.  
      Note:  
      To display Now Assist in Virtual Agent chat configuration prominently on the portals, set the Order value to be either lower or better compared to the old CSM chat configuration.
   3. In the script box, replace the current script with the following script.  

          (function($sp) {
          	var configObj = {portal: $sp.getValue('url_suffix')},
          		isVAActive = GlidePluginManager.isActive('com.glide.cs.chatbot');
          	var CSM_PORTAL = "89275a53cb13020000f8d856634c9c51";
          	var SP_POLARIS_THEME = "f548bd34845a1110f87767389929c667";
          	
          	configObj.liveagent_application = 'csm';
          	configObj.live_agent_only = !isVAActive;
          	configObj.liveagent_queue= $sp.getValue('sp_chat_queue');

          	var cc = new GlideRecord('customer_contact');
          	cc.addQuery('sys_id', gs.getUserID());
          	cc.query();
          	if (cc.next()) {
          		configObj.liveagent_interaction_contact = cc.getUniqueValue();
          		configObj.liveagent_interaction_account = cc.getValue('account');
          	}
          	if (gs.isLoggedIn() && GlidePluginManager.isActive('com.sn_csm_b2b_consumers')) {
          		var consumer = new GlideRecord('csm_consumer');
          		consumer.addQuery('user', gs.getUserID());
          		consumer.query();
          		if (consumer.next()) {
          			var accounts = new sn_acct_consumer.AccountConsumerUtil().getAccountFromConsumer(consumer.getUniqueValue());
          			if(accounts.length > 0){
          				if(accounts.length == 1){
          					configObj.liveagent_interaction_account = accounts[0];
          				}
          				configObj.liveAgent_interaction_consumer = consumer.getUniqueValue();
          			}
          		}
          	}
          	//checking if Polaris theme is associated with CSM Portal
          	var gr = new GlideRecord("sp_portal");
          	if(gr.get(CSM_PORTAL) && gr.theme == SP_POLARIS_THEME)
          		configObj.branding_key="polaris-light";
          	
          	return configObj;
          })($sp);

   4. Select Update.
   {#config-conv-features-agent-user__substeps_gq4_d4t_gdc}

## Result

Now Assist in Virtual Agent configuration takes precedence over the standard Virtual Agent chat configuration for the portal.

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