Hi All,
I got this issue wherein client was asking this requirement that they have to wait till agent comes available until that chat should not be closed. So I achieved this requirement by following the below steps:
1. Put a Pause condition before my decision box (which is deciding if the agent is available or not) OR putting a pause condition after going inside the queue and searching for live agent availability via this function (vaSystem.isLiveAgentAvailable())
2. Also we had a idea that we can allow our system to search for live agent till max pause of 5-10 mins. If it doesnt find the agent till this time then it will show a message that "No Agent is available"
Please follow the below documents for future knowledge. I referred below documents.
Configure live agent chat (servicenow.com)
Live agent routing for AWA queue with Virtual Agent - Support and Troubleshooting (servicenow.com)
Hope this helps you.
Thanks,
Shamma
Regards,Shamma Negi
