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

SN developer3 · ‎10-10-2025

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

SN developer3 · ‎10-13-2025

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

View solution in original post

SN developer3 · ‎10-14-2025

Hi,

I was trying in a separate browser

Thanks

RaghavSh · ‎10-14-2025

Sure, so it was a browser settings issue.

Please mark the answer correct/helpful accordingly.

Raghav
MVP 2023
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