Virtual Agent Designer assist

[Alon Grod]

Hi,

What should I put inside the yes and inside the no in order to make sure that the option to contact an agent will be available only if assigned_to on the incident table is not empty.

 

[Mark Manders]

Why? If it's assigned, the caller doesn't get the possibility to talk to a real person? That's not making your end users happy. But since the question has been asked yesterday as well, maybe follow this thread as well:

https://www.servicenow.com/community/virtual-agent-forum/virtual-agent-if-option-in-incident/m-p/287...

[Sohail Khilji]

In the yes condition, before assigning to the agent you need to do a lookup of record and see if the assigned_to is not Empty. 

if assigned_to on the incident table is not empty then assign to the agent

if empty then take further action...

I hope this helps...