Auto route to Live agent Virtual Agent

[Surbhi16]

Hi @Hardit Singh @Mark Roethof /Experts

I have been trying to learn on how to transfer virtual agent chat directly to a Live agent if available else if the agent is not available then display a message to the end user.

I have followed step by step instruction as per below video below:

https://www.youtube.com/watch?v=xV6ZbOCSQaM

Below are screenshots of the configuration I have done so far, please let me know where I am missing in order to get this worked:

Virtual Agent Flow Configured:

Please help!!

Regards,

Surbhi

[Community Alums]

Hi Surbhi,

Have to setup Live Agent groups and ensure that they are online? Please refer to this video.

Please let me know if the issue still persists.

Cheers,

Hardit Singh

[Surbhi16]

Hi @Hardit Singh 

Thanks for your response!!

I have followed all the steps of the video which you have suggested above, but it is still not working out for me. Kindly suggest which mandate component to double check or if you need any screenshot of the configuration which I have done is required then let me know.

I am also not getting the Not available message configured in my topic and a default OOB message is getting shown, not sure if I am missing something or if the topic itself is getting executed or not. 

Screenshot for reference:

Please look at the default message coming and not the one configured in topic as per your video

Please assist!!

Regards,

Surbhi

[Community Alums · Accepted solution]

Hi Surbhi,

You will have to make Agent available and for testing purpose try logging in with the Agent into another kind of browser(Ex.Mozilla)  and use initiate Virtual Agent chat from other browser(Ex.Chrome) using some other user.

Let me know if you still are facing the issue.

[Surbhi16]

Thankyou so much @Hardit Singh , Its working now

Regards,.

Surbhi