With agent chat, how can I inform the end user when all agents reject their chat?

[mpsteve137]

I am testing with an end-user and one live agent. Currently, when the user tries to open a message, and the live agent rejects their chat, the end-user just continues to see "Routing you to a live agent." What do I need to configure so that they instead see "No agents available" after all available agents reject their chat?

[GlideFather]

Hi @MaxMixali,

can you please stop sharing non-existing rubbish?

The system property doesn't exist:

It's cool that you discovered chatGPT but you should validate the outcomes from it.

Please stop with this #AI_slop 

EDIT:

The path Virtual Agent > Settings nor Virtual Agent > Settings > Virtual Agent Setup does exist:

[Dr Atul G- LNG]

@warren_chan can you help here.

[June Zheng · Accepted solution]

Hi ,

Please follow the below documentation to configure  "Max wait time" and " Max wait time message" 

https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/advanced-wor...

Max wait time define the time that all available agents have to accept or reject a chat request. After time runs out, the end-user should see the value defined in the Max wait time message field

or the No Agents Available Message field defined in Agent Chat settings.

 . In your case, you can define " No agents available" in the Max wait time message field

 

[mpsteve137]

Perfect, thank you.