Set up Virtual Agent user to connected to the Service Desk Analysts available in queue.

[Ken61]

Hello All,

I am new to virtual agent and still learning.

I have a requirement to set up a virtual agent that When a user that is using Virtual Agent input "live" in the chat, the user is then connected to the Service Desk available in queue. 

Please assist on how to get this requirement set up.

Thanks.

[Sujatha V M]

@Ken61 In OOB Virtual agent, we have the "Setup Topics" which holds the "Live Agent Support" chat.

Navigate to the designer and access the pre-built topic (read-only) where you can see list of utterances already tagged to the topic. 

If you want to add more utterances, you need to clone the existing topic, create an intent, add utterances, train and publish the model. 

You also have option to add keywords, 

Note: Kindly restrict using singular words as "Utterances" as they are less accurate. 

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Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.