Configuring chat to launch directly with a live agent

To allow customers to chat with live agents as soon as they log on, as an administrator, you modify the Self Service Portal URL and automatically submit a query.


This feature is available for the old UI of Self Service Portal - http://midTierServerName:portNumber/eschat/arhome.html only.

By default, customers must enter at least one question before they can chat with a live agent. 

To put the Self Service Portal in live agent mode when launched, use the rla=1 parameter in the URL. When customers logs in to a chat with this parameter, they are in queue to chat with a live agent, but they must submit a question before talking with a live agent. 

Example: http://midTierServerName:portNumber/eschat/arhome.html?rla=1

BMC Virtual Chat also supports submitting an initial question when the Self Service Portal launches with the cq=<contextQuery> parameter.

Example: http://midTierServerName:portNumber/eschat/arhome.html?rla=1&cq=Live%20Agent%20Request


You can also use the plus sign + or %20 to separate words for the cq value.

The value for the cq parameter can be used to provide launch point information. For example, for starting the Self Service Portal from a particular product page, you could use cq=ProductName%20Version10. In the Support Agent Console, the pending chat displays the cq value, as shown in the following example the cq value is Calbro%20Monitizer%20Version3.1.

To apply the configuration settings, you must refresh the servlets in Virtual Chat Administration Console.

Was this page helpful? Yes No Submitting... Thank you


  1. Israel Ortega

    In which option or section do I configure this option?

    Mar 20, 2019 04:44
    1. Aaditi Lakade

      This option is available in the Virtual Chat Administration Console > Self Service Portal Configuration

      Mar 20, 2019 10:44