Live Agent support is not working as expected Virtual Agent

Community Alums
Not applicable

‎05-04-2023 01:56 AM

Hi All,

I am using OOB live agent support topic in the VA chat conversation. Whenever an agent accepts the chat, I am able to see agent messages as an end user. 
But as an end user, the bot is not allowing me to add my messages/texts. It continuously shows "Routing you to live agent" even after the agent accepted the chat. Can anyone help me with this issue? 

GaneshManasal1_0-1683190614962.png

 


Thank You!

 

Regards,

Ganesh

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Community Alums
Not applicable

‎05-04-2023 03:26 AM

@Community Alums : Please provide your suggestion if you have any idea on this. Thank You!

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Community Alums
Not applicable
In response to Community Alums

‎05-08-2023 09:51 AM

@Community Alums 

This usually happens when no live agent accepts the chat. But in your case, it is something else. Can you set up a new Assignment group and ensure they have the required roles. Also, if it doesn't help, you might have to raise a case with product team.

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