Turning VA into just Live agent

[Cole7]

Wondering if anyone has a simple\efficient way of turning VA into just Live agent? Basically when users go to VA, the bot might say Thanks for reaching out or something, but then send the user to a live agent or put them into the queue for the next available agent.

[johndoh]

Hello @Cole7 ,

You should be able to do something like I am doing here with open outages, Solved: How to have multiple greetings at once - ServiceNow Community. The main part of this you care about is as below. If you enter the sys_id of the live agent topic then it would go straight to the agents like you want.

(function execute() {
		vaSystem.switchTopicById('ENTER LIVE AGENT TOPIC SYS_ID HERE');
	}
})()

[johndoh]

If you wanted to get fancy you could also do something like this

(function execute() {
	var message;
	if(!vaSystem.isLiveAgentAvailable()){
		//vaSystem.switchTopicById('ENTER Create Incident TOPIC SYS_ID HERE'); // Or you can switch topics to create an incident
		message = 'Hi ' + [vaInputs.user.first_name] + '! At this time there are no live agents staffed to assist.';
	}
	else if (vaSystem.isLiveAgentAvailable()) {
		vaSystem.switchTopicById('ENTER Live Agent TOPIC SYS_ID HERE');
	}
	return gs.getMessage(message);
})()

[johndoh]

Since this will require a custom greeting topic, you will also need to update your setup topic to point to this your custom greeting.

[Mark Roethof]

Hi there,

Here you go:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0953197

Just some small coding on the Agent Chat configuration, that's all. No custom topic needed or whatever.

Kind regards,
Mark