Massimiliano, here is the compact and correct answer for ServiceNow Live Chat / AWA.
Problem:
End-user starts a chat → “Routing you to a live agent.”
Agent rejects the chat → End-user STILL sees “Routing you to a live agent.”
You want → “No agents available.”
Why this happens:
In Advanced Work Assignment (AWA) and Live Chat, an **agent rejecting a chat DOES NOT trigger the “No agents available” message**.
Rejection is treated as “agent unavailable,” so the chat is **rerouted** unless the queue is completely exhausted.
You only get “No agents available” when:
1) There are **zero agents** in the queue, OR
2) The **Capacity Assessment returns 0**, OR
3) **Routing timer expires** and no agent accepted the chat.
What you must configure:
There are **three key settings** you must update to make rejections trigger the fallback message.
1) AWA → Work Item Options → “Maximum routing attempts”
- Default = unlimited
- Set to **1** (or 2 if you want one retry)
→ After the last agent rejects, AWA ends the routing cycle.
2) AWA → Queue → “Reject behaviour”
Set to:
Reject route to next agent: FALSE OR Reject adds to unavailable count
→ This forces rejected chats to count as “no available agents”.
3) Chat Setup → Messaging Settings → “No Agents Available Message”
Ensure this message is configured under:
Conversation Settings → No Agents Available
This is the message the end-user will see after the routing cycle ends.
Optional but recommended:
4) Reduce “Routing Timeout”
In **Queue → Routing Configuration**:
Routing Timeout (seconds) = 10–20
→ If an agent doesn’t accept within the timeout, user gets “No agents available.”
Final behaviour:
• User requests chat
• Agent rejects
• AWA sees no more attempts / no more available agents
• User sees “No agents available” instantly
Hello i hope that can help
If you find this answer useful, please mark it as solution accepted/helpful
Massimiliano Micali
