Agent Chat not working on service portal

[sath]

Hi,

I have configured Agent chat functionality on our instance and when I access chat option from service portal, it shows the below message:
"There are no agents available at the moment. Please try again later."

Here are the configuration details:

I have checked for similar articles and none of the solutions worked and SN documentation is not very detailed either. Can anyone please assist?

[GlideFather]

Hi @sath,

is there any user in the instance who marked their status as available in SOW (assuming it's ITSM)?

You might need two browsers (or a standard versus incognito windows) to login two different personas. One as usual and another can be impersonated, it just needs to be separated session...

And one of them (must have itil role) goes to Workspace, click the Inbox icon and mark available:

And the other goes to Portal and uses the VA.

Let me know if thsi helped

[sath]

Hi @GlideFather 

I'm using two browsers, one as service desk agent(has itil, awa_agent, workspace_user roles and marked as available on service operations workspace) and other one as end user.

I came across below statement while checking on this issue:
"For Agent Workspace chat, I do need to use $sn-va-web-client-app.do, even though the chat is being passed directly to a live agent, and the Virtual Agent is not getting involved".

But not sure where to make this change.

[GlideFather]

@sath how did you find the info about "$sn-va-web-client-app.do"?

I searched for it and found this article KB1590150 

Let me know if it helped you to make some progress