No agent available for chat in business hours in Virtual Agent

[juhi chawla3]

Hi All, 

We have an requirement to show "No agent available " msg in the business hours if the agent is not available and also we want to show "out-of-hours" msg in non- business hours . 

We want to design an topic in Virtual agent to perform above steps . The agents will be available from 8:00 AM to 6:00 P.M only. After this time "out-of-hours" msg should be display and in business hours " No Agent available " msg. Please help us achieve this . 

[Kass3m]

Instructions

1.Navigate to System UI -  Messages

2.Check if there is a record that has a "message" field as "No Chat Agents Currently Available"

3.Now add a message that needs to be modified for the English language with the key "No Chat Agents Currently Available"

[Guilledev]

Hi Juhi, not sure if you still need an answer but I found an article that might help with your case, it was helpful for me too since I have a requirement where a message should display when trying to contact an agent outside working hours, here's the link: https://www.servicenow.com/community/itsm-forum/business-hour-for-virtual-agent/m-p/232855/highlight...

Basically, the article says to create a new topic in the virtual agent designer, create/modify your flow and then script the part where you need to display the message outside working hours or to connect with the available agent at the moment. 

Something like this: