Hi ServiceNow Experts Team ,
We have a requirement to handle the IT VS HR live agent Chats using the Now assist in Virtual Agent . I have come across one approach of creating a custom topic and handle the live agent queues based on the user input from ESC portal ( IT / HR chat ) . Is there any way Now Assist understands the type of chat (IT/HR) based on the user input ?
Kindly let us know the best procedure to handle the chats and route it to live agents in respective queues. Also kindly let us know the need to create topic in Now Assist VA and when do we create the topics in real time ?
Thanks and regards,
