virtual agent chat not tranferred to the live agent even when live agent is available

SN developer3 · 7 hours ago

Hi,

I am trying to connect to a live agent from virtual agent and for some reason it isnt working

I have followed all the knowledge articles, blogs but it doesn't seems to be working for me.
I am trying to replicate the exact use case as mentioned here - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0955191

Could someone guide me to find out what exactly is missing?

Thanks

GlideFather · 7 hours ago

Hi @SN developer3,

it might be some of the AWA queues conditions and/or the missing role for that agent.

Does it happen for a single agent or more?

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RaghavSh · 7 hours ago

What are you getting when you are trying to connect?

Raghav
MVP 2023
LinkedIn