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]

May I know what is the fix I need to do for new conversation not getting greyed out when no agents available? 

[johndoh]

You need to create a 24/7 schedule such as this for your queue:

For me that was a no brainer once I realized how it worked as even in off hours, I wanted our staff to reach the Virtual Agent. The script in the Live Agent Topic takes care of all the determination of if someone is online or not.

[johndoh]

I may or may not have dated myself in the SN world 🤣

[Kri]

I added schedule 24x7 to my queue and tested, still I see new conversation are greyed out for no agents available

[johndoh]

If you are in the designer testing, then what does it show for the agent_online variable? Which boxes/routes is it following? Where is it hung now?