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

[SN developer3]

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]

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?

[RaghavSh]

What are you getting when you are trying to connect?

[SN developer3 · Accepted solution]

Thank you for your response, but I figured out the issue.
The issue was related to the browser blocking setting
In chrome i did not recieve any pop-up to make browser settings, but when I switched to Safari I was able to see and fix the browser setting for any new notification

The topic and queue was set up correctly

Thanks

[RaghavSh]

@SN developer3 The browser pop up blocker comes into picture when you try to open the VA chat in new window? were you trying to do that?

If you open the virtual agent chant through pop up in same window, it should not ask for pop up enablement.

Please mark the answer correct/helpful accordingly.