Disable live agent support for a channel

task australia Updated Sep 10, 2026 1 min read disable-live-agent-support-channel.md

Add the disable_live_agent property to the Channel Properties related list to exclude it from live agent support.

Before you begin

Role required: admin

About this task

The disable_live_agent property is replacing the com.glide.cs.exclude.liveagent.support system property to indicate that the channel doesn't support a live agent. If the disable_live_agent parameter is not set for the channel, the older system property will still be honored for the time being.

Note: This feature is usable only for NLU/Keyword conversations. It is unavailable in Virtual Agent conversations using Large Language Model (LLM) topic discovery.

Procedure

Navigate to All, and then enter sys_cs_channel.list in the filter.
Select a channel name in the table.

For example, select Alexa.
In the Channel Properties related list, select New.
On the Custom Adapter Property New record form, fill in the fields.

Field Description

Name Enter disable_live_agent.

Value Enter true.
Select Submit.

Field	Description
Name	Enter `disable_live_agent`.
Value	Enter `true`.

Result

The disable_live_agent parameter displays in the Channel Properties related list.

[Omitted image "disable-live-agent-channel-param.png"] Alt text: Alexa messaging channel record page, with disable_live_agent parameter highlighted.

Parent Topic:Configuring Agent Chat

57 lines · 2.1 KB Wrap lines

---
title: Disable live agent support for a channel
description: Add the disable\_live\_agent property to the Channel Properties related list to exclude it from live agent support.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/agent-chat/disable-live-agent-support-channel.html
release: australia
product: Agent Chat
classification: agent-chat
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure, Agent Chat, Conversational Interfaces]
---

# Disable live agent support for a channel

Add the **disable\_live\_agent** property to the Channel Properties related list to exclude it from live agent support.

## Before you begin

Role required: admin

## About this task

The **disable\_live\_agent** property is replacing the **com.glide.cs.exclude.liveagent.support** system property to indicate that the channel doesn't support a live agent. If the **disable\_live\_agent** parameter is not set for the channel, the older system property will still be honored for the time being.

**Note:** This feature is usable only for NLU/Keyword conversations. It is unavailable in Virtual Agent conversations using Large Language Model \(LLM\) topic discovery.

## Procedure

1. Navigate to **All**, and then enter `sys_cs_channel.list` in the filter.

2. Select a channel name in the table.

For example, select **Alexa**.

3. In the **Channel Properties** related list, select **New**.

4. On the Custom Adapter Property New record form, fill in the fields.

|Field|Description|
|-----|-----------|
|Name|Enter `disable_live_agent`.|
|Value|Enter `true`.|

5. Select **Submit**.

## Result

The **disable\_live\_agent** parameter displays in the Channel Properties related list.

\[Omitted image "disable-live-agent-channel-param.png"\] Alt text: Alexa messaging channel record page, with disable\_live\_agent parameter highlighted.

**Parent Topic:**[Configuring Agent Chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-agent-chat-configuring.md)