Live Agent Connect – Agent Appears Available but Button Becomes Greyed Out After Clicking

[AshutoshC036608]

Hi Everyone,

I’m facing an issue with Live Agent Connect and wanted to check if anyone else has experienced something similar or has suggestions.

Issue Description

When I open the Live Agent Connect interface, it initially shows that an agent is available. However, the moment I click on the “Connect to Agent” link/button, it becomes greyed out and nothing happens afterward.

• No chat window opens
• No spinner/loading indication
• No error message is displayed
• The button stays disabled until I refresh the page

Troubleshooting Done So Far

• Tried multiple browsers (Chrome, Edge)
• Cleared cache and cookies
• Tested with different user accounts
• Verified that the agent is logged in on Connect Support
• Checked the routing configuration and queue setup

Still seeing the same behavior.

Has anyone faced this before? Is there a specific configuration or log I should check, Any pointers would be really helpful!

Thanks in advance!

[GlideFather]

Hi @AshutoshC036608,

the "Live Agent Connect interface" is a virtual agent or what exactly?

Anyways, if you try to connect to a live agent, have you verified that there's somebody in the proper workspace set as available? 

Each portal can be routed to different workspace (e.g. ITSM > Service Operations Workspace, HR > HR Workspace, etc.). Ensure this is all correctly routed while testing and eventually check the AWA Queues that are done correctly.

Let me know your progress