Virtual agent not allowing new conversation

[Kri]

I created custom LIVE AGENT and configured the Chat window connecting End Customer directly to the Live Agent while opening from the below community but I face the issue when End Customer requesting Live Agent where they are OFFLINE status then it is giving 'no agents available' message but it is not allowing to open New conversation instead the End Customer needs to refresh the whole page for that

https://www.servicenow.com.mcas.ms/community/virtual-agent-nlu-forum/how-do-i-bypass-disable-virtual...

@Community Alums 

[Kri]

No, I have tested by removing the Schedule

[johndoh]

Do not nullify, set it to something 24/7

[johndoh]

@Victor Chen is this something we can better define in the documentation?

[Kri]

Any workaround for now?

[johndoh]

I just gave you the solution @Kri , I even created a new article about this (Solved: How to handle agents online/offline status for Liv... - ServiceNow Community) as this is not a new one for me and seeing more articles posted about this in here. Whatever schedule you have listed there works only if there is someone available. I only asked Victor to help in fixing the documentation, so it is better defined and clear to all users what the schedule field works.