How to connect Virtual Agent to Live Agent using AWA Queues?

[AmeerSohel]

Hi everyone,

I’m currently working on a ServiceNow implementation where I need to connect Virtual Agent with Live Agent.

I have already created and configured the required AWA queues, and I’m now trying to configure the handoff from Virtual Agent to a live agent.

Could someone please guide me on the correct configuration and steps required to achieve the following flow?

Virtual Agent - > Live Agent - > AWA Queue - > Available Agent

I would also like to understand:

1. How to configure the Virtual Agent handoff to Live Agent
2. How to associate the handoff with the AWA queue
3. What additional ServiceNow components or configurations are required for live-agent routing

I would appreciate any guidance or documentation on the recommended approach.

Thanks in advance!