Live Agent Configuration in Virtual Agent SR
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3 weeks ago - last edited 3 weeks ago
Hi Community, Good Day. I am working on a requirement where I need to configure a Live Agent in my ServiceNow instance. I need to create a new live agent. I have created a topic in Virtual Agent with a decision/clause that checks whether the user wants to move the conversation to a Live Agent. If the user selects "Yes", I want the conversation to be automatically transferred to the Live Agent that I have configured. I also want the Live Agent to automatically take over the same ongoing chat/conversation without requiring the user to start a new chat or perform any additional action. I am not familiar with the configuration required for this integration, so I would really appreciate it if anyone with experience in Virtual Agent and Live Agent configuration could guide me on how to achieve this. Thanks in advance for your help.
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3 weeks ago
Hello,
What you are trying to achieve is supported natively in ServiceNow, and you actually don't need to create a separate/new chat flow for the user.
You can keep your existing Virtual Agent topic and, when the user selects “Yes” for speaking to a live agent, use the vaSystem.connectToAgent() action to transfer the conversation. The existing chat will be handed over to the Live Agent, so the user does not need to start a new chat.
You just need to make sure the Live Agent channel, queue, agent availability, and routing are configured properly.
