Prechat Survey in Virtual Agent should redirect to Live Agent based on user response

[rmishra4395]

Hello Everyone,

When a user starts a VA conversation, I'd like them to be asked immediately whether they want a live agent or virtual agent. If they pick live agent, then I want to route them to one of several queues.

What's the best way to do this?

I'm thinking a prechat survey, but I don't know how to route to VA or Live Agent based on the user's response.

[snow34]

Hello,

Please help me on this as this is very urgent

[rmishra4395]

Hello everyone,

I tried customizing greeting topic in prechat executed branch i added decision branch that splits off into either one of two directions, IT Service Desk or Finance GFS: Purchase invoices. I added a Script variable LiveAgent_service_area which is the exact same name I gave my context when setting up my Pre Chat survey question.

Next, in the Script condition of my IT Service Desk decision branch I added:

var applies = vaVars.LiveAgent_ec_pre_chat == 'IT Service Desk' ? true : false

return applies;

So when IT Service Desk is clicked it should redirect me to the VA topics 

and for Finance GFS: Purchase invoices decision branch 

(function execute() {

var applies = vaVars.LiveAgent_service_area == 'Finance GFS: Purchase invoices' || 'Finance GFS: Sales invoices & Credit control' || 'Finance GFS: Housing and real estate accounting (FI)' ? true : false

return applies;

})()

 so when Finance GFS: Purchase invoices is clicked they should route to Live Agent.

This i have configured but it is not working can anyone guide me that what mistake i am doing here.