Virtual Agent status not changing to Busy on chat accept and

[Lavanya11]

In ServiceNow (Virtual Agent + AWA), I want the agent status to automatically change:

• Available → Busy when a chat is accepted
• Busy → Available when the chat ends

Right now, the agent stays Available even after accepting a chat.

Is there any out-of-the-box setting to achieve this?
Or do I need to use a script (e.g., Business Rule on awa_work_item)?

[Tanushree Maiti · Accepted solution]

Hi @Lavanya11 

1)Available → Busy when a chat is accepted

Configure a After Update Business Rule Or FLOW on the AWA Work Item table to trigger upon chat acceptance (state changes to Accepted), querying the awa_agent_presence table to flip the agent's status back to Busy.

2) Automatically Change Busy → Available when Chat Ends

Configure a After Update Business Rule Or FLOW on the Interaction (interaction) table to trigger when the interaction is closed, querying the awa_agent_presence table to flip the agent's status back to Available.

Refer: https://www.servicenow.com/community/csm-forum/agent-chat-presence-status-auto-change/td-p/2818734

[Lavanya11]

Thanks for your response. Before a year it was working with no issues. But recently  stopped working. My question is in OOB, this status doesn't change automatically, as all this states(available, busy) are OOB.